Collections consultant

🗏Job Type

Full Time

Introduction

•The VAPS Admin and Retentions Consultant contributes to the organisational goals mainly through administration and retention of Value Added Product policies offered by the group in order to contribute to the growth, profitability and sustainability of the business.


Specification
•Servicing customers through handing all telephony and administration related to complaints, queries, refunds, non payment of premiums and claims (ad hoc) and other relevant tasks pertaining to value added products to ensure effective resolution in the most cost-effective way.
•Respond professionally to client complaints, queries and claims within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution.
•Provide appropriate and timorous solutions to client problems and queries or escalate where necessary to ensure customer satisfaction and retention.
•Effectively complete and keep up to date all required administration and accurately and comprehensively capture data of customer information across relative systems to safeguard against risk with a high degree of attention to detail and quality.
•Comply with service level agreements and internal procedures in order to ensure cohesive relationships and timorous service delivery.
•Continuously strive to maintain and enhance product and system knowledge, living up to the customer service expectation.
•Accurately identify the origin and reason for policy cancellations (or cancelled policies) and apply effective and relative retention strategies and tools in order to retain customers.
•Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity.

•Adherence to: agreed house rules for the team and environment: quality standards; required risk and compliance requirements; business processes; system access: management regulations and targets pertaining to key performance consistently.
•Accountability for development.
•Training intervention attendance.
•Application of training, initiatives and process changes.
•Taking career development and performance management seriously (look for ways to improve competence/results.
•Setting of own goals and working towards them. Continuous and constant improvement.
•Adherence to: agreed house rules for the team and environment: quality standards; required risk and compliance requirements; business processes; system access: management regulations and targets pertaining to key performance consistently.
Customer and Relationship results
•Ensure that business objectives and personal delivery aligns to and meets the TSW principles.
•To ensure that a claimant is kept informed at all times with regards to their claim process.
•Provide appropriate and timorous solutions to client problems and queries or escalate where necessary to ensure customer satisfaction and retention.

Innovation Results
•Leverage all available information from our partners, the industry, and internally to ensure we are constantly reviewing our departmental processes, systems and protocols with a view to improve efficiencies.
•Analyseing current performance inhibitors and finding solutions to ensure business continuity.

•Deliver the Telesure Service Way through personal effort and through others.
•Deliver on TCF principles in alignment with regulatory requirements


Requirements
Relates well to people in a diverse environment; Promotes and defends equal opportunities; Builds diverse teams; Encourages organisational and individual responsibility towards the community and the environment.

Upholds ethics and values; Demonstrates integrity.

Focussing on customer needs and satisfaction as per the Telesure Service Way.

Sets high standards for quality and quantity; Monitors and maintains quality and productivity; Consistently achieves project goals; Works in a systematic, methodical and orderly way.

Easily establishes good relationships with customers and staff; Builds wide and effective networks of contacts.

Gains clear agreement and commitment from others by persuading, convincing and negotiating; Makes effective use of political processes to influence and persuade others; Promote ideas on behalf of oneself or others; Makes a strong personal impact on others; Takes care to manage one's impression on others; Effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties and builds collective support or agreement.

Shows respect for the views and contributions of others; Reconciles conflict; Builds team spirit; Listens, supports and cares for others;
Consults others and shares information and expertise with them; Adapts to the team and fits in well.

Sets clearly defined objectives; Plans activities and projects well in advance and takes account of possible changing circumstances; Manages time effectively; Identifies and organises resources needed to accomplish tasks; Monitors performance against deadlines and milestones.

Appropriately follows instructions from others without unnecessarily challenging authority; Follows procedures and policies; Keeps to schedules; Arrives punctually for work and meetings; Complies with legal obligations and safety requirements of the role (e.g. FAIS etc.).

Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; Probes for further information or greater understanding of a problem; Makes rational judgements from the available information and analysis; Demonstrates an understanding of how one issue may be a part of a much larger system.

Accepts and tackles demanding goals with enthusiasm; works hard and puts in longer hours when it is necessary; seeks progression to roles of increased responsibility and influence; identifies own development needs and makes use of developmental or training opportunities.

Focussing on customer needs and satisfaction as per the Telesure Service Way.
Sets high standards for quality and quantity; Monitors and maintains quality and productivity; Consistently achieves project goals; Works in a systematic, methodical and orderly way.

Applying specialist and detailed technical expertise; Uses technology to achieve work objectives; Develops job knowledge and expertise (theoretical and practical) through continual professional development;
Demonstrates an understanding of different Telesure departments and functions.

Adapts to changing circumstances; Tolerates ambiguity (uncertainty / complexity); Accepts new ideas and change initiatives; Adapts interpersonal style to suit different people and / or situations; Shows an interest in new experiences.

Maintains a positive outlook at work; Works productively in a pressurised environment; Keeps emotions under control during difficult situations; Handles criticism well and learns from it; Balances the demands of a work life and a personal life; Coping with pressure and setbacks; Self-awareness EQ / Self-management EQ; Interpersonal / Social EQ.

Rapidly learns new tasks and commits information to memory quickly; Demonstrates an immediate understanding of newly presented information; Gathers comprehensive information to support decision making; Encourages an organisational learning approach (learns from successes and failures and seeks feedback).

Essential:
•Grade 12 (Standard 10) with University Entrance (NQF4)
•RE/FAIS qualification
Essential:
•At least 2 years experience in a customer service / claims / retention environment.Knowledge of:
•Customer experience framework, methodologies and philosophy (including personal experience)
•Emotional maturity
•General business acumen
•Value Added Products (VAPS) operations
•Product retention
•Short term insuranceSkills:
•Computer Literate
•Administrative skills
•Communication skills
•Planning and organising
•Interpersonal skills
•Phone etiquette
•Investigative skills

Job id : , #77701, 402 views,

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