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

About the Role

The Client contact centre is responsible for the inbound telephonic servicing of individual policyholders 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

• To be logged onto the Client Services inbound telephone queue and web touchpoint

• Resolve a minimum of 30 telephone calls per day

• 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

• Strive to have zero lost calls per day

• Log all telephone calls received on the policy/claim records

• Verify and update, if necessary, all personal contact information for clients including Medical Aid details

• Ensure relevant processes are adhered to and the policy option and commencement date is checked before providing information and advice

• Ensure the applicable potential claim disclosure is communicated to the client when necessary

• Achieve a minimum QA (quality standard) of 90%

• Interact with medical aids and medical practitioners regarding medical history and accounts if required, relevant to obtaining information required for assessing the claim

• Liaise with the Manager regarding the claim decision pertaining to a client query when necessary

• Deal with client queries professionally, adequately, and timeously

• Arrange for priority claim investigations and escalations

• Be proactive and apply the TCF (Customer First Contact) principles in every aspect of your job functions

• Answer the telephone within 2 rings and resolve the client/broker query/request in a professional and timeous manner

• Always try to retain clients when they call in to cancel their policy

Requirements

Good written and verbal communication skills

Good negotiation skills and effective in dealing with customers and meeting their expectations

Ability to apply administration principles 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

Qualifications

None mentioned.

Salary & Benefits

Salary details not specified.