Client Contact Centre Service Administrator

A recent professional profile photo is to accompany your applicationEMPLOYMENT TYPE   :           PermanentSECTOR                         :           Admin / Call CentreBASIC SALARY             :           R11,000START DATE                 :           A.S.A.P / ImmediateREQUIREMENTS:2 years proven client service/call centre experienceMedical Aid understanding and servicing experienceIndividual life policy administration knowledge and experienceIntermediary MS Office, especially Excel, Word and Microsoft Outlook skillsGood written and verbal communication skillsGood negotiation skillsAble to work with detail and with a high level of accuracyWorks well in a team and independentlyAbility to cope with pressure and setbacksProactiveAble to work under pressureTarget DrivenSelf-motivatedDUTIES:Logged onto the Client Services inbound telephone queue and web touchpointResolve a minimum of 30 telephone calls per dayRespond to and resolve about 15 general/claim related correspondence queries per day within a 24 hour turnaround timeMaintain and update your daily workflow queue for management reportingLog all telephone calls received on the policy/claim recordsVerify and update if necessary all personal contact information for clients including the Medical Aid detailsEnsure 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 necessaryAchieve 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 claimLiaise with the Manager regarding the claim decision pertaining to a client query when necessaryDeal with client queriesArrange for priority claim investigations and escalationsApply the TCF principals in every aspect of your job functionsAnswer the telephone and resolve the client/broker query/requestRetain clients when they call in to cancel their policyHOURS:08:00 – 17:00: Monday - Friday