Client Contact Centre Service Administrator - - Claremont

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EMPLOYMENT TYPE : Permanent
SECTOR : Admin / Call Centre
BASIC SALARY : R11,000
START DATE : A.S.A.P / Immediate

REQUIREMENTS:

2 years proven client service/call centre experience
Medical Aid understanding and servicing experience
Individual life policy administration knowledge and experience
Intermediary MS Office, especially Excel, Word and Microsoft Outlook skills
Good written and verbal communication skills
Good negotiation skills
Able to work with detail and with a high level of accuracy
Works well in a team and independently
Ability to cope with pressure and setbacks
Proactive
Able to work under pressure
Target Driven
Self-motivated

DUTIES:

Logged onto the Client Services inbound telephone queue and web touchpoint
Resolve a minimum of 30 telephone calls per day
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
Log all telephone calls received on the policy/claim records
Verify and update if necessary all personal contact information for clients including the Medical Aid details
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
Achieve a minimum QA (quality standard) of 90%
Interact with medical aids and medical practitioners regarding medical history and accounts if required, relevant to obtaining information required for assessing the claim
Liaise with the Manager regarding the claim decision pertaining to a client query when necessary
Deal with client queries
Arrange for priority claim investigations and escalations
Apply the TCF principals in every aspect of your job functions
Answer the telephone and resolve the client/broker query/request
Retain clients when they call in to cancel their policy

HOURS: