Client Contact Centre Administrator

SUMMARY:
Our Insurance Client is seeking an Inbound Client Contact Centre and Correspondence Administrator in their Client Contact Department. 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.

POSITION INFO:
Job description & duties:

• 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

• 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
• 2 years proven client service/call centre 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