Website Oneplan Underwriting Managers (Pty) Ltd
At Oneplan, we live by the philosophy that insurance should make life easier, not more complicated. That’s why we offer simple and affordable insurance plans without sacrificing quality. We don’t believe in sneaky clauses or conditions that come back to bite you when you need help the most.
Customer Communication
Conduct outbound calls and respond to customer requests within the determined SLA
Achieve the purpose of the call which is to secure a promise to pay for the rejected debit
Respond to incoming requests for payment arrangements and persuade our customers to make payment
Explain products and update customer details in computer system (CRM, DB & related systems)
Provide customers with product and service information via appropriate methods (email and by telephone call)
Policy amendments and product upgrade/ downgrades and dealing with related queries
Maintain excellent knowledge of our portfolio of products and services to understand and pre-empt customers’ needs
Identify opportunities to turn dissatisfied customers into happy customers by resolving relevant queries
Document customer outcomes to add to our knowledge of reasons why customers choose to reject their debit orders with us
Follow-up on customer enquires not immediately resolved, within determined SLA’s
Research billing issues or misapplied payments within determined SLA’s and respond to client
Follow and adhere to customer care processes, procedures and protocol
Focus on first call resolution as far as possible
Process Improvement
Identify new business practices/ processes that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation
Report regularly to Team Manager on all activities relating to the role
Recognize, document and alert the Manager of trends in cases or queries
Recommend process improvements
Other duties as assigned from time to time
Work collaboratively
Build a culture of respect and understanding across the organisation
Recognise outcomes which resulted from effective collaboration between teams
Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions
Self-Management
Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
Demonstrate consistent application of internal procedures
Plan and prioritise, demonstrating abilities to manage competing demands
Demonstrate abilities to anticipate and manage change
Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs
Requirements
Minimum Academic, Professional Qualifications & Experience required for this position
Grade 12 with English and a second language
Relevant qualification (RE5/ FAIS Credits – preferred)
1 – 2 years Collections experience (preferred)
Apply via company website ( N / A ) or
eplan.mcidirecthire.com
To apply for this job please visit eplan.mcidirecthire.com.