Claims Administration

**JOB PURPOSE**

Gather all necessary information as relating to all new and existing Life and
Funeral Claims,

**RESPONSIBILITIES**

**Administration**

Conduct data entry into company systems, and review and verify the information

to ensure accuracy and accessibility.

**Data Collection and Analysis**

Perform basic data entry tasks, including data verification.

**Data Management**

Support others by working on a variety of data management tasks. Provide

Claims Assessors with the necessary assistance in gathering information /

documents as and when required.

**Document Preparation**

Use standard office software to carry out basic formatting on letters, memoranda

and routine reports.

**Handling Enquiries and Correspondence**

Answer the telephone and assist callers or those making varied enquiries by

matters to colleagues as necessary.

**External Communication**

Create positive experiences for clients by interacting courteously with them.

**Customer Service**

Carry out standard customer service activities and handle simple customer

enquiries.

**BEHAVIORAL COMPETENCIES *Decision Quality**

Makes good and timely decisions that keep the organization moving forward. For

example, knows when to act independently and when to escalate issues.

Integrates various inputs, decision criteria, and trade-offs to make effective

decisions. Typically makes good independent decisions.

**Manages Complexity**

Makes sense of complex, high quantity, and sometimes contradictory information

to effectively solve problems. For example, looks at complex issues from

multiple angles; explores issues to uncover underlying issues and root causes.

sees the main consequences and implications of different options.

**Plans and Aligns**

Plans and prioritizes work to meet commitments aligned with organizational

goals. For example, outlines clear plans that put actions in a logical sequence.

conveys some time frames. Aligns own work with relevant workgroups. Takes

some steps to reduce bottlenecks and speed up the work.

**Customer Focus**

Builds strong customer relationships and delivers customer-centric solutions. For

example, probes deeply into customer needs to identify less obvious interests or

expectations. Consistently goes above and beyond to understand customer

requirements and surpass their expectations.

**Communicates Effectively**

Develops and delivers multi-mode communications that convey a clear

understanding of the unique needs of different audiences. For example, listens

attentively and takes an interest. Keeps others well informed; conveys

information clearly, concisely, and professionally when speaking or writing.

**Ensures Accountability**

Holds self and others accountable to meet commitments. For example, accepts

responsibility for own work, both successes and failures. Handles fair share and

does not make excuses for problems. Usually meets commitments to others.

**Drives Results**

Consistently achieves results, even under tough circumstances. For example,

devotes considerable effort to surpassing goals and achieving the best possible

results; goes above and beyond to achieve excellence. Drives ahead with great

focus when faced with obstacles and setbacks; maintains productivity and a

positive attitude.

**Being Resilient**

Rebounds from setbacks and adversity when facing difficult situations. For

example, is calm and professional in difficult situations; continues to work toward

objectives. Overcomes obstacles without becoming discouraged; draws lessons

from failures. Recovers from setbacks and adversity.

**Manages Conflict**

Handles conflict situations effectively, with a minimum of noise. For example,

disagrees with others in a respectful and tactful manner; handles conflicts and

differences of opinion in a calm, composed manner, rebounds from conflicts

without animosity.

**Collaborates**

Builds partnerships and works collaboratively with others to meet shared

objectives. For example, learns how to operate as a team player, contributing

actively to the group's efforts. Seeks others' inputs, appreciates their

contributions: offers to help when the need is clear.

**Builds Networks**

Effectively builds formal and informal relationship networks inside and outside

the organization. For example, draws upon own network to gain insight, build

support, and achieve outcomes. Leverages networks to identify industry experts,

explore some best practices, and exchange ideas and knowledge.

**Interpersonal Savvy**

Relates openly and comfortably with diverse groups of people. For example,

takes time to build rapport in meetings; speaks about common interests and

priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains

productive relationships with a wide variety of people and from a range of

backgrounds.

**Demonstrates Self-Awareness**

Uses a combination of feedback and reflection to gain productive insight into

personal strengths and