Client Service Liaison
2 months ago
About the Role
The Client Service Liaison will be responsible for managing the broker relationship by attending broker visits, conferences, and road shows. This role will involve providing details such as claims processes, service level agreements, and performance metrics to selected brokers. The Client Service Liaison will also be responsible for handling all queries and complaints related to service and ensuring that service levels are met.
Key Responsibilities
- Monitor and maintain broker relations
- Provide feedback to brokers on queries and performance
- Handle queries and complaints related to service
- Evaluate and escalate issues to finalization
- Identify and report on trends and inaccuracies in internal processes and take corrective action
- Establish and maintain quality standards that drive client satisfaction
- Compile reports per broker for discussion
- Monitor adherence to service level agreements
- Partner with Broker Services to ensure optimal service delivery
- Ensure client satisfaction improvements using customer satisfaction index results
- Manage complaints and calls received by Regional Manager on a daily basis
- Attend to and manage complaints and escalations received in mailbox within a 4-hour turnaround time
- Log escalations on escalation spreadsheet and manage resolution of escalations
- Identify general trends and behavior of staff based on escalation spreadsheet
- Identify training needs of staff based on escalation spreadsheet
- Make weekly phone calls to selected brokers to discuss their portfolio of claims
- Record complaints (severe escalations) on business process management system
- Accompany Regional and Relationship Managers on broker visits
- Attend to general broker queries/complaints and escalate where necessary
- Recognize staff commitment and service delivery and advise management staff
- Liaise with Relationship Managers and notify them of any changes or amendments in claims processes
- Evaluate and escalate issues from brokers and Relationship Managers to Custodian's
Requirements
- Grade 12/Matric
- Post-Matric qualification (advantageous)
- Insurance-related qualification/s (advantageous)
- At least 5 years' experience in claims
- Santam policies and procedures
About Santam
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding, and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centered on our delivery of insurance good and proper.
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