Centurion: Commercial Claims Consultant

Main activities and Key Areas: Handling commercial claims including Heavy Commercial Vehicles claims from registration, right up until settlement Ensuring confirmation of cover has been completed correctly Reporting and handling of commercial motor and non-motor claims Communicate with clients, the responsible party, their insurers, solicitors, and various other parties involved in the claims process, by telephone and/or by written communication Ensure effective and timely claims management and settlement (in line with the SLA agreement) Adequate reserving of claims Assist with administrative functions and undertake special projects as and when requested To maintain the claims filing system effectively and efficiently – ensure all documents are renamed correctly To keep Client updated on the progress of the claim telephonically and via email Advise clients on general queries and claims issues Requesting payments correctly within mandate Handling of Compliments and Complaints according to the Compliments and Complaints Business Processes Ad hoc duties assigned by management from time-to-time 1.Productivity: New Claims handled – 60 claims to be worked on per day Open Claims – No claims to be open 90 days Management of Tasks – All tasks to be attended to within the 4 working hours SLA Closing of Tasks – Detailed notes are always to be left as to why the task is being closed Management of reminders – All reminders to be attended to daily Utilisation and management of notes – Detailed and accurate notes are always to be used Communication (telephone and e-mail) – Ensuring professional communication at all times Updating clients (repair process and repair satisfaction) – Via telephone and email Telephone calls – to be made and received on recorded lines. If your cell phone does not have the ability to record, you may not use it for work purposes Telephone messages – All messages need to be attended to within 1 working hour 2.Quality: Detailed and accurate notes are always to be used Accuracy of estimates – Ensuring the reserves held on claims are accurate and updated at all times Accuracy and quality of communication – Ensuring professional communication at all times Telephone etiquette – answering/making the calls correctly – Ensuring professional communication at all times Exceptions – To be attended too daily. Estimates, claims status and notes to be updated continuously to prevent additional exceptions 3.Efficiency: Adherence to SLA (Delivering work within SLA) – All tasks to be attended to within the 4 working hours SLA Comebacks on work not done correctly the first time – Proactively minimising the amount of comebacks General Attitude – to be positive and a team player 4.Operational: Product knowledge – Ensuring all noted processes are followed correctly Costing – Ensuring costing is updated and correct at all times Application of Processes – Ensuring all noted processes are followed correctly Situational Awareness – Ensuring that all possible problems are escalated to the team leader