Capitec, Bellville, Western Cape, South Africa
Agent: Insurance Claims
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Purpose Statement
To administer and handle all administration on insurance claims, matters and queries to ensure efficient processing and client service.
Key Performance Areas
Service Delivery
Compliance and SLA Adherence
Data Handling
Contribution to continuous process improvement and/or team efficiency
Risk and gap identification
Administration
Responsibilities
Service Delivery: Assist internal and external clients and/or stakeholders in resolving inquiries/claims in such a way that client experience is enhanced and relationships are strengthened and maintained.
Ensure that all escalated queries/claims are attended to and successfully closed.
Drive and deliver a superior customer service experience to the benefit of all parties involved.
Compliance and SLA Adherence: Adhere to all contracted SLAs and/or approved internal policies and procedures, as well as regulatory requirements.
Data Handling: Accurately capture, update, and/or maintain department/role-specific information in line with set targets/SLAs. Ensure information is handled in accordance with Personal Protection of Information Act (POPIA).
Contribution to continuous process improvement and/or team efficiency: Identify opportunities for improvement and/or solutions to optimise efficiencies. Contribute to team efficiency and facilitate the team reaching its targets by supporting colleagues within the work function.
Risk and gap identification: Contribute towards risk management by identifying anomalies, exceptions, and other risk issues (i.e., operational and reputational risks) and either resolve or escalate to line management immediately.
Administration: Execute any ad hoc requests/assignments that are in line with/relevant to the role, department, division, Capitec Bank business and/or development plan. Execute functions on behalf of fellow team members when appropriate and/or in case of absences.
Experience
Minimum:
1-2 years' experience in a banking, insurance, client service environment.
Ideal:
Treating Customers fairly (TCF)
Financial Intelligence Centre Act (FICA)
Protection of Personal Information Act (POPI)
Financial Advisory and Intermediary Services (FAIS)
Qualifications
Minimum:
Grade 12 National Certificate / Vocational.
Ideal Or Preferred:
National Diploma.
Knowledge
Minimum:
Claims handling.
Ideal:
Knowledge of Capitec products and systems.
Understanding of the insurance industry and regulatory frameworks and bodies.
Skills
Communications Skills
Reporting Skills
Administration Skills
Attention to Detail
Computer Literacy (MS Word, MS Excel, MS Outlook)
Conditions of Employment
Clear criminal and credit record.
Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.
Seniority level
Entry level
Employment type
Full-time
Job function
Sales and Business Development
Industries
Banking
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