Client Contact Centre Service Administrator - Claremont
A vacancy exists for an Inbound Client Services Call Centre in Claremont Cape Town. Applicants must have a thorough understanding of medical aid operations or insurance policy administration and operations. This is an URGENT ROLE - so the successful candidate must be able to start 1 April or sooner. The contact centre is responsible for the inbound telephonic servicing of the individual policyholder and brokers with the aim of providing a first call resolution experience, while maintaining a high standard of customer service. They also respond to claim related queries and correspondence received. Job description & duties: The duties for which you will be responsible in terms of this contract are briefly listed below and will be subject to amendment from time to time as required based on discussions with your manager: To be logged onto the Client Services inbound telephone queue and web touchpoint Resolve a minimum of 30 telephone calls per day To respond to and resolve about 15 general/claim related correspondence queries per day within a 24 hour turnaround time Maintain and update your daily workflow queue for management reporting To strive to have zero lost calls per day To log all telephone calls received on the policy/claim records To verify and update if necessary all personal contact information for clients including the Medical Aid details To ensure relevant processes is adhered to and the policy option and commencement date is checked before providing information and advice and to ensure the applicable potential claim disclosure is communicated to the client when necessary To achieve a minimum QA (quality standard) of 90% Interacting with medical aids and medical practitioners regarding medical history and accounts if required, relevant to obtaining information required for assessing the claim. Liaising with the Manager regarding the claim decision pertaining to a client query when necessary Dealing with client queries professionally, adequately and timeously Arranging for priority claim investigations and escalations To be proactive and apply the TCF principals in every aspect of your job functions Other basic policy administration related functions Answering the telephone within 2 rings and resolving the client/broker query/request in a professional and timeous manner To always try and retain clients when they call in to cancel their policy Skills 2 years proven client service/call centre experience. Medical aid claim payment processing experience Good written and verbal communication skills Good negotiation skills and effective in dealing with customers and meeting their expectations Ability to apply administration principals and work with detail and with a high level of accuracy Intermediary MS Office, especially Excel, Word and Microsoft Outlook skills Individual life policy administration knowledge and experience Medical Aid understanding and servicing experience Good time management Proactive and creative in resolving queries Good use of initiative Ability to understand the bigger client or claim picture and the impact your interaction with the client can have on the business Planning and organising Works well in a team and independently Ability to cope with pressure and setbacks Ability to work independently Attitude Ability to work well under pressure Commitment to meet daily targets Self-motivated The interview will be two-fold first successful candidates will be interviewed by a panel and if successful the second interview will be a one and a half hour of role play scenarios.
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