Education
-• A Matric Certificate or Equivalent NQF Level 4 Qualification.
-• Qualified Mechanic with a valid Trade Test Certificate
-Preferred • RE5 Certificate. • Short Term Insurance NQF Level 4

Experience
-• A minimum of 3 years' experience in a mechanical role within an automotive workshop.
-• At least 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 industry requirements.
-• Proficiency in Microsoft Office Suite Ms Word, Excel, PowerPoint and outlook
-Preferred • Proficiency in using claims management systems and software

Position Description
-• Administer and authorize claims on the system according to Company Policy and Procedures.
-• Manage claims in line with benchmark practices.
-• Ask claimants probing and detailed questions to accurately diagnose and log the claim.
-• Ensure a high-quality claims process.
-• Gather necessary information to apply fault, cause, and remedy methodology for effective claim processing.
-• Match information using all relevant filters to ensure accuracy.
-• Refer to an independent assessor if required.
-• Demonstrate savings on claim costs (e.g., 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 above mandate (authority limit) for authorization to the next line:
-• 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 the maximum liability clause to multiple claims.
-• Ensure adherence to the claim's authorization checklist.
-• Identify opportunities and negotiate discounts where possible.
-• Adhere to processes, authorization limits, and escalation procedures.
-• Adhere to processes, authorization limits, and escalation procedures.
-• Follow all company policies and procedures, contact centre house rules, and working hours.
-• Ensure compliance with all regulatory, legislative, and audit requirements.
-• Maintain high standards of service delivery and communication.
-• Coordinate with the Workshop, Owner, Assessor, and other stakeholders.
-• Ensure adherence to scheduling and service delivery within the call centre.
-• Consistently implement TFC practices related to quality of information, keeping customers informed, handling complaints, service levels, providing clear reasons for claims rejection, and escalating unmet product needs.
-• Respond to customer inquiries within agreed turnaround times.
-• Communicate with internal and external clients and repairing agents.
-• Understand and implement IG’s “Treating Customers Fairly” policy.
-• Achieve a minimum of 92% on quality audits, minimizing rework and escalations through quality delivery and detailed technical audit notes as required by policy.
-• Build relationships with internal stakeholders to promote customer-centric delivery,
-• Manage workload, workflow, and queues to meet customer expectations 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 the 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 ad hoc duties assigned by the management from time to tie.
-• Create a culture of ownership and accountability throughout the organisation in support of our values