Client Contact Centre Administrator

16 hours ago

Cape Town, South Africa Guardrisk Full time

**Introduction**
- A vacancy exists for an Inbound Client Contact Centre and Correspondence Administrator in our Client Contact Department.
The contact centre is responsible for the inbound telephonic servicing of the individual policyholder and brokers with the aim of providing a first-call resolution experience while maintaining a high standard of customer service. They also respond to claim-related queries and correspondence received.

**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.

**Role Purpose**
- Client Service responsibilities in respect of Zestlife Insurance Products.
- Ensuring that the principles and outcomes of TCF (Treating Customers Fairly) are practised and achieved in all duties performed and services provided to Zestlife customers.

**Requirements**:

- Matric (Grade 12)
- Medical Aid understanding and servicing experience
- 2 years of proven client service/call centre experience.
- Good written and verbal communication skills
- Good negotiation skills and effective in dealing with customers and meeting their expectations
- Intermediary MS Office, especially Excel, Word and Microsoft Outlook skills
- Proficient in English and another official South African language (e.g. Afrikaans, Zulu, Xhosa etc.) (preferred)

**Duties & Responsibilities**
- To be logged onto the Client Services inbound telephone queue and web touchpoint
- Resolve a minimum of 30 telephone calls per day
- To respond to and resolve about 15 general/claim-related correspondence queries per day within a 24-hour turnaround time
- Maintain and update your daily workflow queue for management reporting
- To strive to have zero lost calls per day
- To log all telephone calls received on the policy/claim records
- To verify and update, if necessary, all personal contact information for clients, including the Medical Aid details
- To ensure relevant processes is adhered to and the policy option and commencement date are checked before providing information and advice and to ensure the applicable potential claim disclosure is communicated to the client when necessary
- To achieve a minimum QA (quality standard) of 90%
- Interacting with medical aids and medical practitioners regarding medical history and accounts if required, relevant to obtaining information required for assessing the claim.
- Liaising with the Manager regarding the claim decision pertaining to a client query when necessary
- Dealing with client queries professionally, adequately and timeously
- Arranging for priority claim investigations and escalations
- Other basic policy administration-related functions
- Answering the telephone within 2 rings and resolving the client/broker query/request in a professional and timely manner
- To always try and retain clients when they call in to cancel their policy

**Competencies**
- Good time management
- Proactive and creative in resolving queries
- Good use of initiative
- Ability to understand the bigger client or claim picture and the impact your interaction with the client can have on the business
- Planning and organising
- Works well in a team and independently
- Ability to cope with pressure and setbacks
- Ability to work independently
- Ability to work well under pressure
- Meeting Timescales: Is target-focused and meets deadlines is punctual and keeps to schedule is reliable in finishing tasks
- Self-motivated
- Establishing Rapport: Builds rapport and puts people at ease is engaging and welcomes people

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