Vaps Team Leader

**CLC JOB DESCRIPTION**

**EMPLOYEE**: TBC l **TITLE**: VAPS Team Leader

**Purpose**

The purpose is the effective claims handling and settlement of claims. Supervise a team of consultants working within established operational systems and handling VAPS claims from registration, right up until settlement.

The **VAPS Team Leader** is responsible for the following, including, but not limited to:
**Main activities and Key Areas**
- Supervise a team of consultants working within established operational systems.
- Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
- Function as first-line supervisor of a team providing operational support and play key role in helping to achieve targets in areas such as productivity or turnaround times.
- Provide coaching to team members to develop their skills.
- Contribute to the preparation of various data and analytics reports.
- 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

**CLC JOB DESCRIPTION**

**EMPLOYEE**: TBC l **TITLE**: VAPS Team Leader
**DEPARTMENT MANAGER**: Bradley Hunt l **VERSION**: 2 09.03.2021

**1. Productivity**:

- New Claims managed - 60 claims to be worked on per day
- Open Claims - No claims to be open 90+ days
- Management of Tasks - All tasks to be dealt with within the four 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 dealt with 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 dealt with within one 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 always updated
- 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 dealt with within the four 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 always correct
- Application of Processes - Ensuring all noted processes are followed correctly
- Situational Awareness - Ensuring that all potential problems are escalated to the team leader

**Qualifications & Experience**

**CLC JOB DESCRIPTION**

**EMPLOYEE**: TBC l **TITLE**: VAPS Team Leader
**DEPARTMENT MANAGER**: Bradley Hunt l **VERSION**: 2 09.03.2021
- Clear Credit and Criminal Record
- Grade 12 certificate or equivalent Level 4 qualification issued by SAQA
- Relevant FAIS Crédits & FAIS RE5 (compulsory)
- Short-term claims experience in Personal and Commercial Lines
- 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
- Critical thinking 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
- Analytic