Digital Claims Adjustor

**Job Advert Summary**:
An exciting new **Digital Claims Adjustor **opportunity has just become available in our **Insure, Operations (Motor Claims Area).**

**Role Objectives**
Comprehensive desktop investigations are conducted within a digital environment. This ensures improved customer service, retention of customers and minimizing any claims leakage through in-depth analysis of the information obtained through out the investigation.

**Key Responsibilities**

Stakeholder Management
- Quality of relationships with Internal and external stakeholders and ensure that we build relations and reputation to maintain and create opportunities
- Customer experience (Complaints and Compliments management)
- Osti - maintaining 0% overturn ratio. Immediately assist and respond all Osti matters by including T/L
- Complaints received to be handled immediately and feedback provided (Include Team Leader on response)

Claims Management Ensure accurate analysis and reports based on the layered voice system:

- Manage my performance against the key Claims measures, i.e. no of claims processed, TAT’s, Benchmarks, Car Hire Performance etc.
- Contact made with clients within 24 hours
- Provide regular feedback to the claims department and client (every 48 hours).
- Regular notes and updates to be documented on SPM
- Ensure that all documents are loaded immediately upon receipt on SPM during processing of claim.
- To ensure receipt of original registration or de-registration documents and vehicle keys, where applicable and handed over to our salvage or SVR division, howsoever directed.
- Detail discussion of claim outcome after decision has been rendered.
- High quality of investigation reports: Identification of fraudulent claims and dealing with them effectively (timeously escalating claims that should be dealt with.
- Ensuring claim finalization within mandate.
- Ensuring quality report writing and administration process followed by your administrator (resolve any issues that might be affecting your performance)
- Ensuring that Investigations adds value to business (value chain)

Customer Centricity
- Embed TCF as a way of doing business
- Manage investigation to be in line with OSTI and SAIA guidelines to allow for fairness towards clients and still with effective outcomes (TCF)
- Senior Claims Consultants/ Administrators KPI
- To uphold the STOPS TCF vision in my day-to-day activities and processes:

- Ensure that Hollard TCF standards are adhered to.
- Effectively manage customer complaints per the agreed processes.
- Ensure all complaints are logged on the system as required.
- Ensure all operational process align with the Hollard TCF standards.

Perform other ad-hoc related duties as required:

- Ad-Hoc responsibilities could be added in line with business needs or requirements

**Required Knowledge and Experience**:

- 5 years Insurance Claims experience, within a motor and non-motor claims environment
- Short-term and Commercial insurance exposure
- Policy admin experience
- Investigation experience

**Educational Requirements**:

- Matric with excellent English results