Afrikaans Vaps Consultant

**Value Added Product (VAPS) Claims Consultant**

**Purpose**

The purpose is the effective claims handling and settlement of VAPS claims. Ensure efficient service levels to internal and external clients. These duties include accurate reserving of a claim, reviewing insurance policies to determine cover, contacting insured clients to obtain all required information, providing customer service.

The **VAPS Claims Consultant **is responsible for the following, including, but not limited to:
**Main activities and Key Areas**
- Handling VAPS claims from registration, right up until settlement
- Ensuring confirmation of cover has been completed correctly
- Reporting and handling of VAPS claims
- Communicate with clients, the responsible party, their insurers, solicitors, and various other parties involved in the claims process, by telephone and/or by written communication
- Ensure effective and timely claims management and settlement (in line with the SLA agreement)
- Adequate reserving of claims
- Assist with administrative functions and undertake special projects as and when requested
- To maintain the claims filing system effectively and efficiently - ensure all documents are renamed correctly
- Advise clients on general queries and claims issues
- Requesting payments correctly within mandate
- Handling of Compliments and Complaints according to the Compliments and Complaints Business Processes
- Ad hoc duties assigned by management from time-to-time

**1. Productivity**:

- New Claims handled - 60 claims to be worked on per day
- Open Claims - No claims to be open 90+ days
- Management of Tasks - All tasks to be attended to within the 4 working hours SLA
- Closing of Tasks - Detailed notes are always to be left as to why the task is being closed
- Management of reminders - All reminders to be attended to daily
- Utilisation and management of notes - Detailed and accurate notes are always to be used
- Telephone calls - to be made and received on recorded lines. If your cell phone does not have the ability to record, you may not use it for work purposes
- Telephone messages - All messages need to be attended to within 1 working hour

**2. Quality**:

- Detailed and accurate notes are always to be used
- Accuracy of estimates - Ensuring the reserves held on claims are accurate and updated at all times
- Accuracy and quality of communication - Ensuring professional communication at all times
- Telephone etiquette - answering/making the calls correctly - Ensuring professional communication at all times
- Exceptions - To be attended too daily. Estimates, claims status and notes to be updated continuously to prevent additional exceptions

**3. Efficiency**:

- Adherence to SLA (Delivering work within SLA) - All tasks to be attended to within the 4 working hours SLA
- Comebacks on work not done correctly the first time - Proactively minimising the amount of comebacks
- General Attitude - to be positive and a team player

**4. Operational**:

- Product knowledge - Ensuring all noted processes are followed correctly
- Costing - Ensuring costing is updated and correct at all times
- Application of Processes - Ensuring all noted processes are followed correctly
- Situational Awareness - Ensuring that all possible problems are escalated to the team leader

**Qualifications & Experience**
- Clear Credit and Criminal Record
- Grade 12 certificate or equivalent Level 4 qualification issued by SAQA
- Relevant FAIS Credits & FAIS RE5
- Short-term claims experience
- Minimum of 3 years working experience
- Minimum of 3-5 years in short-term industry
- Motor and Non-Motor experience
- Computer Literacy - MS Office: Work, Excel, Outlook - Intermediate Skill level
- Reliable transport

**Skills & Abilities**

**Customer Care Skills**:

- Bilingual
- Excellent communication skills (written and verbal)
- Work under pressure and able to meet deadlines
- Excellent time management & display a sense of urgency
- Quality orientated
- Diplomatic & patient
- Problem solving skills
- Display initiative, maturity and a high degree of professionalism
- Liaise and build relationships with clients
- Ability to negotiate with insurers/clients in respect of contentious claims

**Administrative Skills**:

- Strong planning and organizational skills
- Detail focused and attention to quality
- Analytical mind
- Good numeracy and literary skills

**Interpersonal Skills**:

- Team player
- Work independently

**_Working Hours_**

Monday to Friday - 08:00 until 16:30

Lunch - 30min taken according to departmental schedule

**_Acceptance and Commitment Clause_**

By signing this document, I confirm that I have read and understood the contents of the document, as well as accept and commit to the duties and terms set out in this document.

**______________ ______________**

**Employee Name Employee Signature**

**______________**

**Date**

**Salary**: R9,000.00 - R12,000.00 per month

Application Question(s):

- Do you have an RE1/5 and Full FAIS Credit