Contact Centre Consultant (Collections)

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

Responsibilities

JOB PURPOSE

Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

RESPONSIBILITIES

Customer Management (External and Internal)
Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard. Customer Needs & Analysis Ask questions and probe for clarity to gather relevant information to assist in resolving customer requests.

Up-sell Customer Propositions
Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.

Correspondence
Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external).

Operational Compliance
Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

 Administration
 Update policy information e.g. change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.

Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Work Scheduling and Operational Compliance
Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
 
 

Education

Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous); STI Qualification (Advantageous); Class of Business (Advantageous); Customer Service or Sales certificate/or related qualification (Advantageous)

Experience

2 or more years customer service experience (Essential); Experience of delivering customer excellence in every customer contact, face to face, by phone or in written form (Essential); 1 year call centre experience in Financial services industry (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.