Policy Review Adviser

4 weeks ago

Durban, South Africa Huntswood Full time

**Job Overview**:
The Policy Review Adviser will manage referrals received into the Policy Analysis Team from a variety of sources relating to misrepresentation, non-disclosure and potential indemnity concerns, within agreed authority levels and within agreed SLA.

**Responsibilities**:

- Investigate all cases of potential misrepresentation and non-disclosure at policy inception and claims stage through to completion received via a variety of referral sources into CFS; working to agreed SLA’s and following the Policy Validation Guide and CFS Procedure documents Investigate the validity of FCIM’S customers claims history by carrying out post sale CUE (Claims Underwriting Exchange) match validation and processing any necessary changes to the policy.
- Investigate, through to a conclusion, policies where Quote Manipulation is suspected prior to the inception of the policy
- To investigate and manage any potential voidance cases referring to Policy Analysis Level 2 or Senior for sign off
- To update and revise customers’ policy details making any necessary adjustments and cancellations.
- Make outbound calls to customers in relation to validation procedures/ queries whilst adhering to TCF and DPA principles.
- Handle all complaints received effectively and efficiently adhering to FCIM Complaints policy
- Manage the delegated mailboxes ensuring all correspondence is actioned with agreed SLA’s.
- Promptly identifying matches that do not require further investigation and ensure closure is actioned in a timely manner, within SLA’s.
- Maintain positive relationships with all business employees and departments comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
- Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
- Any other reasonable duties

**Job Requirements**:

- Minimum of a Matric/NQF 4 qualification
- Solid insurance experience
- Working in a customer services environment
- Complaint handling experience
- Strong Microsoft Office experience with Word, Excel and Power - Point.
- High level Customer Service Skills
- Previous experience within the contact centre/insurance industry beneficial

**Experience Required**:

- Previous experience in a complaint handling role, ideally with experience in early resolutions
- Experience in handling fraudulent claims/misrepresentation at policy inception will be advantageous
- Previous complaint handling experience within an FCA regulated business is ideal.
- Experience taking both outbound and inbound calls
- Providing the best resolution for the customer

**Skills Required**:

- Good communication skills, both verbal and written
- Good time management and organisation skills
- Problem solving skills with the ability to adopt a logical approach to resolving problems
- Good data and statistical analysis skills
- Good technical skills
- IT and software skills, including good Microsoft Excel and Word knowledge

**Preferred Requirements/Skills**:

- Experience/exposure to UK customers'/clientele.
- RE qualification
- FAIS credits

**Core Behaviour**

Huntswood’s employees are described as dependable, driven and collaborative.
The job holder should be able to demonstrate they are:

- Confidential, reliable and genuine
- Dynamic, passionate and determined
- Friendly, compassionate and cooperative

"It's not just about what we do, but the way we do it. And it's our values that make us special."

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