Job Description

Responsible for the assessment, investigation, and validation of complex and high-value long-term insurance claims, ensuring alignment with the organisation’s strategic objectives, governance frameworks, and service standards. This job requires sound judgment to manage sensitive claims such as funeral, death, disability, dread disease, and retrenchment, while maintaining a strong focus on customer experience and risk mitigation.

Dear Future, Claims Handler,

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our team in FR Short Term Insurance will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

• Demonstrate cost consciousness and awareness of personal contribution to costs and productivity

• Identify and escalates potential risks that may lead to increased costs

• Prevent wastage and identify process improvements to contain and reduce costs

• Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work

• Drive sales across product and campaign initiatives to exceed set targets

• Adhere to Organizational values and service standards and interact with and communicate with customers accordingly

• Ensure first time resolution of customer queries or complaints and take ownership of any requirements and follow up on queries handed over to other parties or areas to ensure delivery on agreed timelines and Service Level Agreements

• Meet set turnaround times while ensuring own availability, reliability and accuracy

• Propose improvements on internal processes that impacts service levels and customer satisfaction within area of accountability

• Ensure own product knowledge and guidance provided is technically accurate and collects feedback to help improve customer service

• Establish relationships with relevant individuals and departments to deliver on work expectations

• Adhere to relevant service level agreements to build trust in the relationship

• Execute own work in accordance with the organisational values and code of ethics

• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution Identify and escalate risk as normal part of work Investigate new ways to optimise processes

• Flag opportunities to migrate to platform and supports the use of technology in process and system improvements

• Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality

• Produce high quality work by adhering to predefined standards and procedures and in accordance with compliance and governance standards

• Work with enhanced processes and procedures to maintain operational efficiencies

• Deliver work in an accurate manner to ensure consistent results

• Draw on knowledge and experience to identify and develop solutions that leads to improved service delivery and quality

• Adhere to quality standards, turnaround times and Company policies and procedures

• Complete relevant administration, reporting and updating of information accurately and on time

• Provide timeous reports on operations, performance and audit findings

• Report on transactional activity progression within set guidelines to provide timely information for decision making in area of accountability

• Seek out regular performance feedback and put actions in place to improve and enhance performance Identify activities to address own development gaps

• Create own personal development plan and review plan with team leader or manager

• Understand which competencies and skills are required to be mastered to ensure personal development and performance

• Keep abreast of learning opportunities, changing products and trends

• Manage team delivery against goals in the area of responsibility Participate in Talent Management practices and processes in line with HR policies and procedures

• Manage performance of employees by clearly defining goals and objectives and providing direction, coaching and regular feedback

• Ensure skills are transferred in specific functions

• Ensure conflict resolution and respond to any complaints or concerns Set relevant stretch goals for team and motivate achievement

• Contribute to teamwork and inclusivity by working together to achieve team goals

• Value individual contributions and respects diversity in the team Share information and knowledge that benefits the team

You will be an ideal candidate if you have:

• Matric/National Certificate mandatory

• Call centre experience required.

• Have an NQF Level 5 Certificate would be advantageous

• At least 2 to 3 years of experience

• Knowledge of personal lines insurance (non-Motor)

• Short term Insurance diploma will be an advantage

You will have access to:

• Opportunities to network and collaborate

• A challenging working environment

• Opportunities to innovate

We can be a match if you are

• Adaptable and curious

• Have a proven successful track record.

• Thrive in a collaborative environment

Apply now if you are interested in taking the next step. We look forward to engaging with you!

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

16/02/26