Inbound Call Centre Agent

Job Overview

Job Description

Role Description
Responsible for intimating Inbound calls correctly and accurately.
Responsible for managing all telephonic queries in a professional and efficient manner.
Responsible for contacting appropriate parties for outstanding documentation to process claims.
Responsible for managing overflow inbound telephonic calls received in a professional and efficient manner.
Responsible for confirming the status of the policy on CADi (i.e. the policy is active and premiums up to date).
Responsible to check whether the policy holder has any other policies administered and if so, advise the relevant department of a claim received.
Pro-actively escalate all urgent issues and/or queries to the Claims Manager.
Responsible for Ad hoc administrative tasks relating to Claims/Policy.

Competencies:
Knowledge, Skills and Behaviours:
Excellent telephonic communication skills
Excellent Administration skills.
Good understanding of the claims processing process.
Knowledge relating to the specialist/technical nature of the claim.
Good communication skills, both written and verbal.
Good understanding of CADi.
MS Office Skills.
High levels of attention to detail to ensure accuracy and completeness.
Ability to apply judgement and tact when providing explanations.
Ability to manage policy holder expectations.
Ability to work independently and demonstrate initiative.
Team orientation. Committed to team goals, targets and objectives.
Good organisational and time management skills. Able to plan and prioritise in order to meet deadlines.
Results focused.
Quality Orientation.
Customer service orientation.
Integrity.
Empathetic, patient and tolerant.
Diplomatic and mindful of impact.
Cross cultural awareness.
Assertive and confident.
Matric
At least 3 years’ previous, relevant work experience in administration or insurance administration is required.
FAIS qualification would be an advantage.
Previous experience working in an Inbound Call Centre environment would be especially valuable.
Please send your CV to: