Cape Town: Client Contact Centre Administrator posted by AtripleA recruitment & temps

Job Description:
The Client 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.

Key Responsibilities and Duties:
The duties briefly listed below will be subject to amendment from time to time as required based on discussions with your manager
• 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

Skills:
• 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

Attitude:
• Ability to work well under pressure
• Commitment to meet daily targets
• Self-motivated

di thTo apply, please submit your CV, as well as your latest payslip, to .za