Contact Centre Marketer Jobs in Cape Town

Website FNB South Africa

About the job


JOB PURPOSE

Deliver and support sound quality of claims decision making, prevent fraud and

manage expenditure through the validation of claims by using expert abilities in

various fields of investigation. Ensure individual contributors are performing

against targets, while reviewing their performance and coaching them to do so in

order to assist in achieving the required operational targets.

Responsibilities

Needs Assessment

Explore issues or needs, establishing potential causes and barriers as well as

related issues.

Supervise and guide the validation and investigation of claims and applying

expertise, utilizing resources (e.g. police, supplier etc.) and interviewing

customers as well as other parties.

Analyze specific problems and issues to

find the best solutions. Solutions could be technical or professional in nature.

Performance Management

Respond to personal objectives and use performance management systems to

improve personal performance. Monitor the performance and productivity of the

team; allocate work and review completion, take appropriate corrective action to

ensure timeliness and quality; contribute to formal individual performance

management and appraisal.

Organizational Capability Building

Use the organization’s formal development framework to identify the team’s

individual development needs. Plan and implement actions to build their

capabilities. Provide training or coaching to others in own area of expertise to

enable others to improve performance and fulfill personal potential.

Data Collection & Analysis

Ask questions, collect data from a variety of sources, analyse information and

decide the best course of action.

Provide guidance and make decisions according to established criteria to ensure

standardization across the organisation by accurately administrating and

underwriting claims.

Work Scheduling and Operational Compliance

Contribute to optimize work practices and procedures by maintaining an

acceptable workload in order to get the job done, coordinating with support

services.

Ensure claims are finalized within the set parameters (turnaround time, terms

and conditions applied accurately).

Customer Service

Act as first-line supervisor of a team providing customer service support, and

play a key role in helping to achieve targets in areas such as productivity or

turnaround times. Deal with most complex and valuable issues.

Uphold agreed service level agreements and ensuring customer satisfaction and

retention.

Operational Compliance

Maintain and renew a knowledge and understanding of the organization’s

policies and procedures and of relevant regulatory codes and codes of conduct,

and ensure own work adheres to required standards.

Identify, within the team, patterns of non-compliance with the organization’s

policies and procedures, and with relevant regulatory codes and codes of

conduct, taking appropriate action to report and resolve these and escalating

issues as appropriate. Highlight shortcomings in compliance processes, systems and procedures and

suggest and develop ad hoc improvements. Work is focused on an assigned unit

or discipline.

Stakeholder Engagement

Effectively build, maintain and manage relationships with service providers and

suppliers, colleagues, internal and external customers.

Leadership and Direction

Explain the local action plan to support team members in their understanding of

what needs to be done and and how this relates to the broader business plan

and the organization’s strategy, mission and vision; motivate people to achieve

local business goals.

Administration

Produce, update and provide best practice support to Loss Adjustors on the

claims administration process and other departmental systems, in line with

claims policy, rules and SLAs.

Ensure accurate administration and underwriting of claims.

Maintain an acceptable claims expenditure ratio by finalizing and adjusting

claims accurately.

Personal Capability Building

Develop own capabilities by participating in assessment and development

planning activities as well as formal and informal training and coaching; gain or

maintain external professional accreditation where relevant to improve

performance and fulfill personal potential. Maintain an understanding of relevant

technology, external regulation, and industry best practices through ongoing

education, attending conferences, and reading specialist media.

EDUCATION

General Education

Grade 12/ SAQA Accredited Equivalent (Essential);

Regulatory Examination (Essential); Science (Mechanical / Physical),

Mathematics and African Language (Advantageous); Relevant diploma or

qualification for the role; for example Forensic Investigation Diploma / Insurance

Institute qualification (Advantageous)

Experience

General Experience

5 or more years work experience in any investigative work/ police / forensic /

audit (Essential)

Managerial Experience

2 to 3 years experience of supervising and directing people and other resources

to achieve specific end results within limited timeframes (Essential)

Additional Information

SAQA Accredited Equivalent – It is the onus of the applicant to provide TIH and

its subsidiaries with certified evidence that their qualification(s) meet the

equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our

representatives are and remain fit and proper at all times. By applying for this

role, you consent to having your relevant qualification and or accreditation or

confirm that you are working towards meeting the competency requirements.

You further consent to the relevant information being verified.

#KM



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