Motor Claims Consultant - A&G Australia

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Process already-captured claims efficiently and accurately through drawing on
the relevant criteria to ensure standardisation across the organisation to enable
decision making on a claim.

Responsibilities

Customer Management (Internal)
Help manage customer by carrying out standard activities to complete the customer request.
 
Data Collection & Analysis
Ask questions, collect data from a variety of sources, analyse information and investigate claim.

Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims.
Use appropriate tools to accurately cost applicable claims on a day to day basis.
 
Work Scheduling and operational compliance
Organise own work schedule in order to get the job done, coordinating with support services and completed work within SLA.

Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately).

Remain up to date with current and new product knowledge to enable effective decision making.
 
Administration
Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.
 
Correspondence
Respond to routine requests using telephonic conversation or emails (internal and external).
 
Document Management
Create, organise and maintain files containing the correspondence relating to policies and matters.
 
Document Preparation
Prepare and manage claim documentation for customers.
 
TASKS

Prepare insurance claim forms or related documents and review them for completeness.
Enter claims information into database systems.
Pay small claims.
Calculate quantum amount of claim.
Post or attach information to claim file.
Transmit claims for further investigation.
Contact insured or other involved persons to obtain missing information.
Review insurance policy to determine coverage.
Organise or work with detailed office records, using computers to enter, access, search or retrieve data.
Provide customer service, such as limited instructions on proceeding with claims or referrals to auto repair facilities or local contractors.
Finalise claims and communicate the outcome to the customer
Listen and transcribe client conversations
Request Client Conversation
Retrieve Client Conversation
Issue repair / replace vouchers
Load and action 15 minute messages
Complete Things To Do (TTD's) and requests
Refer to Loss Adjuster when required
Arrange to collect salvage - Non-Motor where applicable
Arrange to collect salvage - Motor where applicable
 
BEHAVIORAL COMPETENCIES Customer Focus
Builds strong customer relationships and delivers customer-centric solutions. For example, probes deeply into customer needs to identify less obvious interests or expectations.

Consistently goes above and beyond to understand customer requirements and surpass their expectations.
 
Decision Quality
Makes good and timely decisions that keep the organization moving forward. For example, knows when to act independently and when to escalate issues.
Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.
 
Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues frommultiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.
 
Drives Results
Consistently achieves results, even under tough circumstances. For example, devotes considerable effort to surpassing goals and achieving the best possible results; goes above and beyond to achieve excellence.
Drives ahead with great focus when faced with obstacles and setbacks; maintains productivity and a positive attitude.
 
Being Resilient
Rebounds from setbacks and adversity when facing difficult situations. For example, is calm and professional in difficult situations; continues to work toward objectives. Overcomes obstacles without becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity.

Manages Conflict
Handles conflict situations effectively, with a minimum of noise. For example, disagrees with others in a respectful and tactful manner; handles conflicts and
differences of opinion in a calm, composed manner; rebounds from conflicts without animosity.
 
Communicates Effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens
attentively and takes an interest.

Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

Ensures Accountability
Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures.
Handles fair share and does not make excuses for problems.
Usually meets commitments to others.

Plans and Aligns
Plans and prioritizes work to meet commitments aligned with organizational goals. For example, outlines clear plans that put actions in a logical sequence;
conveys some time frames.
Aligns own work with relevant workgroups.
Takes some steps to reduce bottlenecks and speed up the work.
 
Collaborates
Builds partnerships and works collaboratively with others to meet shared objectives. For example, learns how to operate as a team player, contributing
actively to the group's efforts.
Seeks others' inputs, appreciates their contributions; offers to help when the need is clear.
 
SKILLS Verbal Communication
Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.
 
Numerical Skills
Uses an understanding of numerical concepts to perform mathematical operations such as report analysis with guidance (but not constant supervision).
 
Computer Skills
Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.
 
Basic computer skills, Microsoft Office Basic
 
Planning and Organising
Works with guidance (but not constant supervision) to plan, organise, prioritise and oversee activities to efficiently meet business objectives.
 
Policy and procedures
Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organisational strategies and objectives.
 
Knowledge of general STI industry policy and procedures
 
Action Planning
Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements.
 
Data Collection and analysis
Works under guidance to analyse data to critically evaluate information to ensure accuracy of content.
 
Internet Browser Knowledge
Works with full competence to use a range of Internet browsers to access data. Typically works without supervision and may provide technical guidance.

Education

Grade 12 / SAQA Accredited Equivalent (Essential)

Experience

1 or more years' Financial Services industry experience (Essential); Call Centre Experience (Essential); STI experience (Advantageous); 1 or more years' Claims Experience (Advantageous); At least 2-3 years’ experience in a Customer Service environment (Advantageous).

Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.