Ecommerce Claims Risk Controller

**Role Purpose**:
The purpose of the eCommerce Claims Risk Controller role is to support delivery of the eCommerce commercial goals and objectives through the execution of claims investigations and related administration. The eCommerce Claims Risk Controller plays an important role in reducing fraudulent claims by analysing claims reports and trends and contacting customers to investigate claims requests and assess potentially fraudulent activity. The role ensures that claims are thoroughly investigated, captured, and resolved in line with company standards and procedures. The role also supports with the processing and administration of manual credits. The eCommerce Claims Risk Controller role is well suited to an individual with a keen eye for detail, strong communication skills and ability to engage with customers in a professional manner.

**Role Description**:

- Analyse claims reports, consolidate and categorise risks and flag risks, discrepancies or claims requiring further investigation.
- Contact customers to further investigate claims requests.
- Analyse feedback from customers and claim reports for any potentially fraudulent activity in line with company standards and procedures.
- Accurately document claim information.
- Escalate any fraudulent concerns as per the escalation process.
- Assist in preparing case information for handover.
- Feedback to customers on claims outcomes.
- Maintain a high degree of professionalism when engaging with customers, particularly where difficult conversations or questions may arise.
- Ensure all service level goals are understood and achieved.
- Proactively seek ways to continuously improve the claims process and customer experience.
- Process and administer all assigned manual credits.

**Qualifications and experience**:

- Grade 12 / Matric - (essential)
- +1 years' experience in a customer services environment or similar role - (essential).
- Strong proficiency in Microsoft Office 365, including SharePoint Online - (essential).
- Experience working with claims processes - (preferred).
- Experience in a retail / eCommerce environment - (desired).

**Key competencies and work ethic**:

- Service orientated - committed to providing high-quality customer service. Ensure customer needs are understood and concerns timeously resolved.
- High level of self-motivation to set, meet and exceed on goals and expectations.
- Communication - excellent listening, well-spoken and articulate, keeping conversations clear and productive when resolving queries and leaving a good impression. Always thinking customer first
- Ability to work under pressure and handle difficult conversations with tact and professionalism.
- Has integrity and takes accountability for actions and mistakes.
- Detailed, rule-orientated, and organised - diligently follows instructions and procedures; vigilantly watches over work processes, tasks, and outputs to ensure accuracy and initiates action to correct any quality concerns.
- Results-oriented and quality-focused - sets stretch goals for self, while remaining focused and working tenaciously toward meeting and exceeding expectations within quality standards.
- Team player and collaborative partner - confident communicator with good interpersonal skills and the ability to build meaningful, sound relationships both internally and externally.
- Numeracy - interprets multiple sources of information to come to sound conclusions. Quickly grasps and able to perform numeric calculations.
- Curious and willing to learn - proactively identifies new areas for learning; seizes learning opportunities and actively uses newly gained knowledge and skill on the job.