Client Care Administrative Consultant

Santam's Client Care Department has a position available for a Client Care Administrative Consultant. The position will be based at Santam in Bellville, Cape Town.What will you do?The Client Care Administrative Consultant will provide support of a complaints administrative nature and assist the Santam Client Care Department in attending and resolving service complaints received in writing or telephonically. This will range from complex to simple activities including but not limited to administration, processing, clerical duties, personal assistant duties, claims data gathering, fault logging, record keeping, logging of service complaints and attending to telephonic complaints received via the avaya complaints line and from the complaints mailbox.What will make you successful in this role?Key ResponsibilitiesProvides administrative support duties to the team and department and ensure information is channelled and recorded as requiredParticipate in ad-hoc projects and improvementsEnsure adherence to various policies, legislature requirementsAdministrative support functionsChannelling of Client complaints and complimentsHandling of complaints callsHandling of overflow of complaints, manage end to end process on an ad-hoc basisStrong knowledge of analysing and compiling statistical information.Prepare standard management information reports with relevant data to aid department decision-makingConduct general financial reconciliation activitiesUnderstanding of schedules, calendars and diaries of individuals or groupsAbility to compile complex documents, develop templates, consolidate informationManage service level agreements with businessReceive telephonic and mailbox complaints, log complaints on Microsoft CRM system, investigate and resolve service complaintsQualification and ExperienceMatric/ Grade 12A qualification in Administration and customer experience (advantageous)Advanced computer proficiency (MS Office: Excel, Word, Power Point, Qlikview)3 - 5 years' experience in the administration fieldA minimum of 2-3 years' in the short term insuranceKnowledge and SkillsProficient in both English and AfrikaansCapacity management and planningExcellent interpersonal, communication and networking skillsAnalytical and problem-solving skillsTime Management SkillsPlanning and execution skillsInsurance process knowledgeAbility to work under pressureInsurance product knowledgeTeamwork SkillsProcess improvement skillsStrong verbal and written communication skillsListening and understanding skillsStrong attention to detailStrong client service orientationAnalytical thinkingInformation seekingDrive for resultsOrganisational commitmentTeamwork and cooperation
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