Education
-• Matric Certificate or Equivalent NQF Level 4 Qualification.
-• RE5 Certificate
-• Short term Insurance equivalent to NQF Level 4 Qualification
-Preferred • National Diploma in Mechanical Engineering N1 to N6 • Mechanical qualifications trade test certificate

Experience
-• At least 1 year of technical working experience within the automotive industry.
-• Minimum of 1 year of customer service experience in a contact centre environment, preferably in the insurance or automotive industry.
-• Strong technical knowledge and problem-solving skills.
-• Understanding of regulatory and compliance industry requirements.
-• High attention to detail and accuracy.
-• Proficiency in Microsoft Office Suite (Excel, PowerPoint and Word)

Position Description
-• Administer and authorize claims on the system in accordance with company policies and procedures.
-• Manage claims to meet contracted benchmark practices.
-• Ensure a high-quality claims process.
-• Ask claimants probing and detailed questions to accurately diagnose and log the claim.
-• Gather necessary information to apply fault, cause, and remedy methodology for effective claim processing.
-• Match information using relevant filters to ensure accuracy.
-• Refer to an independent assessor if required.
-• Demonstrate cost savings on claims (e.g., through procurement initiatives, spend direction, accurate adjudication, salvage).
-• Finalize and close the claim once all information is available, ensuring turnaround times (TAT) are met.
-• Refer claims exceeding mandate (authority limit) for authorization to the next line: Claims.
-• Authorize claims in accordance with policy parameters.
-• Adjudicate claims within mandate, including those referred by parties with lower mandates.
-• Identify and apply exclusions and terms & conditions of the policy.
-• Identify and apply limits of liability and policy benefits for each component.
-• Apply maximum liability clause in the case of multiple claims.
-• Ensure adherence to the claims authorization checklist.
-• Identify opportunities and negotiate discounts where possible.
-• Adhere to all company policies, call center house rules, and working hours.
-• Ensure compliance with all regulatory, legislative, and audit requirements.
-• Follow processes, authorization limits, and escalation procedures (part of QA scoring - minimum 90%).
-• Ensure adherence to scheduling & service delivery within the call centre
-• Achieve a minimum of 90% on quality audits by minimizing rework and escalations through quality delivery and detailed technical audit notes as required by policy.
-• Maintain high standards of service delivery and communication.
-• Understand and implement IG’s “Treating Customers Fairly” policy.
-• Build relationships with internal stakeholders to promote customer-centric delivery
-• Coordinate with the workshop, owner, assessor, and other stakeholders.
-• Consistently implement TFC practices related to the quality of information, keeping customers informed, handling complaints, maintaining service levels, providing clear reasons for claims rejection, and escalating when product needs are not met.
-• Respond to customer inquiries within agreed turnaround times.
-• Communicate with internal and external clients and repairing agents.
-• Manage workload, workflow, and queues to meet customer service promises and regulatory requirements
-• Contribute a positive work climate and culture within the team and minimise work disruption
-• Effectively manage own performance in order to ensure business objectives are achieved.
-• Adhere to performance management process and ensure knowledge application and sharing between team members
-• Together with Team Leader, determine and analyse own personal development needs and ensure that identified training requirements are agreed and completed.
-• Adherence to all training requests and qualification requirements
-• Assists in adhoc duties assigned by the management from time to tie.
-• Create a culture of ownership and accountability throughout the organisation in support of our values