Client Service Custodian

2 weeks ago

Johannesburg, Gauteng, South Africa Santam Full time
About the Company
Santam is the market leader in the general insurance industry in Southern Africa.

We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.

Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper.

We're about people.

People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.


Job Description:


The purpose of this position is to attain and maintain internal and external stakeholder relationships (intermediaries, customers, service providers, regional sales teams, motor and non-motor claims teams, client care, portfolio and key account managers, etc.), investigate claim escalations, aid with claim enquiries and attending to customer insight feedback in order to identify service gaps, customer insight, drive customer experience and continuous improvement within the Motor claim environment.

Key Responsibilities
Identifying hurdles and areas of improvement preventing business unit from achieving their day-to-day targets/goals/touchpoints.
Document and share actions plans by focusing on experimenting with new ideas on a small scale, taking learnings from these experiments and making small improvements on a daily basis
Continuous Improvement - push customers down the funnel, and bring them one step closer to finalizing their claim by aiding with improvements and documenting reduced turnaround times and service level agreements, through process improvements
Management of compliance to process SOP's and SLA's
Management of good and poor customer insight and ensure customer insight targets are met
Ongoing communication with Business Partners (internal & external)
Ensure continuous streamlining of business processes
Conduct root cause analysis and provide feedback to the relevant parties to find a solution
Act as a bridge between clients and their business unit for motor
Build relationships with key stakeholders and inform them of any changes within the environment which could affect the client's experience
Escalation of claims to the correct channels and manage complaints until resolved
Tracking and reporting on operational complaints
Meeting with VIP brokers in order to align them to the Motor strategy (Leverage off data dashboards to create broker packs)
Constructive interaction in order to resolve customer concerns, operational challenges and add value at various customer touchpoints

Trends and Association channels:

Customer Insight
Close the service and experience loop on all Complaint channels - prevents functions for claim to progress and go forward
National Santam Complaints Report
OSTI Complaints
Stakeholders Operational challenges/obstacles (staff, brokers and clients)
Pain points in Clients Journey
Motor Body Repairer Customer Insight dipstick
Direction of Spend
Claims Service Consultant TAT
Assessment TAT
Repair TAT
Communication/service areas of improvement

Metrics:

Complaints Volume
First response TAT
Resolution TAT
Frequency per trend
Execution on projects to reduce certain trends
Continuous Business Improvement

Reporting:
daily, weekly, monthly

Monitor broker and client behaviour by analysing and translating information into knowledge for planning, decision-making and management of clients and brokers within claims by understanding segments, needs and facilitate where conflict is created within value offering
Set, maintain and adhere to quality and customer experience standards in line with company and industry standards
Communicate and enforce existing Santam policies, procedures and methodologies with brokers and clients to ensure adherence in line with claims policy and philosophy

Qualifications and Experience
Matric/ Grade 12
Degree, Diploma or Certificates in Business Process Improvement, change management, conflict management
Customer centricity and insights experience
Five (5) years' experience in the motor and Short term Insurance industry (short-term insurance claims experience will be an advantage)
Personal attributes
Information Seeking
Analytical Thinking
Directiveness
Initiative
Flexibility
Client focus
Cultivates innovation Competencies
Proven computer literacy including advanced MS Excel, MS Powerpoint & MS Word
Ability to interact with diverse audience range
Excellent analytical skills
Excellent interpersonal skills
Behavioural and situational analysis
Skills in conducting and marketing Internal and External Communications
Turnaround time
At Santam we are committed to transformation and embracing diversity.

This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society.

In achieving our employment equity goals we give p

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