Job Title: Insurance Policy Query Resolution Specialist
Location: Johannesburg, South Africa
Job Type: Contract
Business Segment: Insurance & Asset Management
Job Ref ID: 80434643A-0001
Date Posted: 14 October 2024
Job Description
The Insurance Policy Query Resolution Specialist is responsible for providing high-level service to customers, provincial SBIB offices, SBSA branches, and underwriters by resolving insurance policy queries on assurance products. The role aims to enhance customer loyalty through effective customer relationship management and to uphold a consistent corporate image.
Qualifications
- Matric (high school diploma), Diploma, or Degree.
- FAIS compliant with 150 credits in long-term insurance categories.
- RE5 certification is mandatory.
- Must be computer literate.
- Insurance Institute or relevant insurance qualification is required.
Experience Required
- 2-5 years of call center experience, preferably within the long-term insurance sector.
- A minimum of 2-5 years' experience in a claims environment.
- Ability to work under pressure and flexibility to work overtime if needed.
- Proven ability to maintain a customer-centric approach with strong persuasive skills.
- Must have excellent analytical, decisive, and problem-solving abilities.
- High level of integrity, fairness, and responsibility.
- Strong verbal and written communication skills.
Behavioral Competencies
- Articulating Information: Clearly expressing ideas and information.
- Checking Details: Paying close attention to details.
- Meeting Timescales: Managing time effectively to meet deadlines.
- Upholding Standards: Ensuring high standards in work.
- Thinking Positively: Maintaining a positive and proactive mindset.
- Completing Tasks: Demonstrating reliability in completing assigned tasks.
- Taking Action: Acting decisively to achieve objectives.
- Coping with Pressure: Managing stress effectively and maintaining performance under pressure.
Technical Competencies
- Active Listening: Understanding and addressing customer needs.
- Client Acceptance and Review: Managing client interactions and reviewing policies.
- Continuous Process Improvement: Improving systems and processes.
- Underwriting and Pricing Risk: Assessing and pricing insurance risks.
- Insurance Principles: Knowledge of core insurance concepts and principles.
- Insurance Products and Services: Familiarity with a wide range of insurance offerings.
- Verbal and Written Communication: Strong communication abilities.
- Risk Perception and Assessment: Evaluating and assessing insurance risks effectively.
This role is key to ensuring client satisfaction through prompt and efficient resolution of insurance policy queries, contributing to business success and customer retention.
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