Claims and Partner Liaison

7 months ago

Durban, South Africa Talksure Full time

**MAIN PURPOSE OF THE ROLE**

Manage and support the customer service function relating to Claims, partners, and complaints handling. Responsible to plan, coordinate and control the activities between the various partners and Talksure, to maintain and enhance customer experience; and meet SLA's and organization objectives.

**DUTIES AND RESPONSIBILITIES**

**Area Management**
- Ensure compliance performance objectives are met.
- Handle the complex/ombud customer complaints, social media/Hello Peter complaints and/or enquiries including reckless lending enquiries or allegations.
- Ensure a quality management process is maintained that prevents reputation risk.
- Actively manage processes to ensure clients queries are handled within SLA.
- Develop and improve standard operating procedures within the Customer service Department.
- Ensuring clients are surveyed for customer satisfaction, cancellations, complaints, claim etc

**Stakeholder Liaison**
- Ensure the team is briefed on priorities, changes, and strategies for each relevant campaign.
- Liaising with partners and service providers as required, ensure objectives and deliverables are met e.g. Insurers & internal departments e.g. finance, compliance & IT.
- Ensure all Partner queries are responded to appropriately and within SLA.
- Drive learning from complaints on service delivery internally and externally.
- Meet with partners on a regular basis to present lowlights and highlights.
- Manage the customer experience initiatives.

**Claims Management**
- Monitor level of payments on claims and refunds, identify trends and minimise business risk.
- Ensure principles of TCF are maintained in handling claims / refunds.
- Develop processes in line with the business needs, supporting the enhancement and development of claims processes.
- Address poor performance by partners and report accordingly.
- Feedback to business on partner and or service provider performance Ensure principles of TCF are maintained in handling claims / complaints.

**Trends and highlights**
- Discuss trends & report on critical business measures to the Complaints manager and business.
- Manage an effective reporting framework to measure and monitor partner performance and achieve contracted operational business targets.
- Prepare reports for different departments and or management.

**Process improvements**
- Use data and reports to drive process improvements.
- Project manage improvements and insights to provide better customer experience.
- Suggest improvements on productivity and product offerings based on internal and external trends.
- Identify Route Cause issues and escalate accordingly.
- Track progress on improvements and feedback on results
- Identify and highlight exceptions and anomalies in performance against commission payments.

**QUALIFICATIONS AND EXPERIENCE REQUIRED**
- Matric
- Regulatory Certification + Insurance related qualification, preferable
- Diploma NQF 5 preferable
- 1 year experience within the financial services sector
- 1 year claims management experience
- Intermediate level for MS Office Strong Data Analysis capabilities.
- Ability to act as a financial services representative with placement onto the company FSCA rep register

**BEHAVIOUR AND COMPETENCIES REQUIRED**
- Operational Management
- Communication with Internal and External stakeholders
- Claims Management
- Monitoring and reporting
- Participate in group leadership activities

Remuneration: A market related package including benefits

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