Control Room Agent

1 week ago

Johannesburg, South Africa Santam Full time

OPPORTUNITY

Santam SOS has a position available for an Control Room Agent (06:00 - 18:00), including weekends. WHAT WILL YOU DO

The Control Room Agent will fulfil duties such as registration and loading of Insurance (Glass and SOS) and Value-added Services claims, assisting Brokers/Clients (Internal /External) with claim enquiries via various contact mediums. WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

Answering inbound calls and register claims telephonically (Accidents and value added services)
Follow compliance regulations for Registration claims that are not on the system, by creating an incident and advise client of the disclaimer
Natis checks/PDP checks/premium validations and various query types
Dashboard management
Emergency response
Follow up and tracking claims

**Day to day duties**:
Telephone Management
Being professional and answering the phone promptly always
Screen calls and manage incoming queries and complaints to client satisfaction and ensure that they are answered and resolved within stipulated time frames
Process STP (Straight Through Processing) claims

**General Service Objectives**:
Registration and loading of claims as per systematic requirements governed by the policy terms and conditions
Servicing our clients including general routine calls, adherence to prompt responses on all verbal and written correspondence, general queries, and claims management, monitoring and reviewing your dashboard daily to action tasks in a prompt and efficient manner and relationship building
Ensuring performance standards are met against KPI’s and KPA’s
Be flexible and available when needed
Attending all training schedules as required
QUALIFICATIONS AND EXPERIENCE

Matric or equivalent qualification
Minimum of 3 Years-experience within a contact centre environment
Claims experience a must
Attention to detail
Computer literate
Technology background knowledge
Good communication and interpersonal skills in both written and verbal forms
Reliable, dependable, and Presentable
Effectiveness and efficiency in performing general and related administrative duties
Client service orientation
Problem solving
Decision making
Resilience
Handling information
Gathering information
Customer Centricity
WHO WE ARE

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. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.
At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.

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