Claims Quality Coach

2 weeks ago


Centurion, South Africa Momentum Metropolitan Holdings Full time

-Introduction

MMI Holdings Limited (MMI) is a South African based financial services group listed on the South African stock exchange, the JSE. The group operates in the market through several client-facing brands including Metropolitan and Momentum, South Africa’s number one cell captive insurer Guardrisk and wellness & rewards programme Multiply. MMI operates on the African continent, United Kingdom, and India through a direct presence, strategic partnerships and joint ventures.
Role Purpose
Requirements
- Minimum 3 years of Claims experience
- Multiskilled experience will be preferred
- Training development experience will be preferred
- Commercial Lines and Personal Lines Experience will be preferred
Duties & Responsibilities
- Conducts quality reviews of claims advisors' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
- Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
- Coordinates with department Team Leaders and Managers to ensure the appropriate numbers of audits are performed for each advisor and to ensures representatives' availability during audit periods.
- Evaluates and records the quality and performance during each call.
- Summarizes findings and recommendations and forwards to team manager and manager to use in performance assessments and coaching requirements.
- Provides critical data used to generate weekly or monthly reports on the performance of advisors.
- Identifies adverse performance trends and patterns.
- Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
- Provides coaching, advice and guidance based on audit findings.
- Mentors newly hired advisors to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
- Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
- Other duties as assigned by Management.
Competencies
- Excellent written and verbal communication skills
- Self-motivation, as well as the ability to work in a team environment
- Proven success in a call center role
- Ability to proficiently use all MS Office products

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.


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