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Specialist: Claims Technical Advisor
4 weeks ago
Overview Specialist: Claims Technical Advisor / Rejections Let's Write Africa's Story Together Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job Details Purpose of the Job: Facilitate and mediate an independent process for claim rejection disputes or claims that cannot be resolved through the organisation's 1st line complaints management process. Responsibilities Investigate the complaint by gathering all the relevant facts from the claimant and use any other sources deemed necessary to ensure that decisions are fair, impartial and aligned to the regulatory and/or legislative requirements. Resolve insurance complaints fairly, efficiently and impartially and not swayed by business pressures. Acknowledge new disputes timeously. Conduct root cause analysis of claim rejection disputes and recommend implementation of pro-active prevention measures. Maintain a professional relationship with the Internal Arbitrator and business stakeholders when dealing with complaints and be responsible for all communications between the business and the internal arbitrator. Stay informed of the Ombudsman’s thinking on emerging consumer issues and ensure decisions are in-line with industry practices. Resolve escalated customer queries and complaints in respect of the claim rejection disputes and ensure timeous feedback to customers and brokers on all matters. Facilitate and maintain an effective Treating Customer Fairly (TCF) approach to the management of complaints. Contribute to the maintenance of the complaints reporting and tracking system. Adequately escalate complaints to different specialist areas. Manage complaints end to end, prioritising according to agreed criteria even if the resolution was finalised in another department. Track the progression of action plans from claims rejection dispute complaints. Service delivery and Continuous improvement Maintain service, quality and desired outputs within the complaints process by ensuring compliance to tactical policies, procedures and standards. Establish productive operational relationships with key stakeholders in the various channels and administrative teams. Develop work routines in line with operational plans/schedules to manage achievement of service delivery goals. Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery. Ensure statutory and legislative knowledge is current to resolve customer complaints, advise the business on corrective solutions to mitigate risks and improve the customer experience while complying with governance requirements. Adhere to organisational policies, practices and procedures. Identify solutions to enhance cost effectiveness and increase operational efficiency. People and Leadership Align own behaviour with the organisation's culture and values. Share and
