About the job<\/p>\n
\tServe as the primary liaison between Bryte, and their clients or potential clients. To develop customer specific value-added services in conjunction with the Claims Operations and work as a customer champion ensuring that the role is conducted in the most effective, efficient way whilst delivering a customer centric claims service in a manner which supports the Bryte Values.<\/p>\n
Key tasks & Accountabilities<\/p>\n
\tHelps develop and reinforce a customer-centric culture across the Claims Operations, which will include identifying the development needs of staff, access to customer information, the involvement in process design and the matching\/build of appropriate customer solutions.
\n\tPersonally, mentors and develop the Claims Operations to fulfil the needs of the customer proposition – Seeks to understand and develop customer requirements as an integral part of the Customer Relationship Team, driving a comprehensive and consistent claims marketing strategy to help generate and promote\/retain new and existing business.
\n\tSeeks out resources to resolve performance issues, give technical guidance and necessary support and involvement at customer\/broker\/partnerships forums.
\n\tThe principle contact for the customer on any claims related issues or discussion points. – Build and maintain a customer\/broker\/market engagement strategy in conjunction with marketing and the Customer Relationship Team, which includes the management of expectations and the provision of specific customer insight.
\n\tEnsuring and monitoring a seamless service is provided to customers, influencing many internal and external stakeholders without formal authority.
\n\tCapture and accurately record actions arising from customer meetings, including changes to customer protocols, maintenance of issue logs\/audit trail and populate the appropriate insight tools that contain market\/customer intelligence
\n\tEffective reporting and analysis<\/p>\n
Success Measures<\/p>\n
\tTo work towards and deliver both personal and claims business objectives
\n\tInternal Engagement Score
\n\tExternal Engagement Score
\n\tCustomer Satisfaction
\n\t(Financial) Efficiency\/Effectiveness
\n\tQuality and compliance
\n\tPeople Development<\/p>\n
Skills & Competencies<\/p>\n
\tCommunication & Interpersonal Skills
\n\tProblem-Solving
\n\tAnalytical Thinking
\n\tOrganisational Skills<\/p>\n
Relationship<\/p>\n
Internal<\/p>\n
\tEngage\/Influence and Inform Claims Management\/Operations and Leadership Team Engage\/Influence and collaborate with Claims procurement
\n\tEngage\/Influence and collaborate with Marketing and Customer Relationship Teams
\n\tEngage\/Influence and collaborate with Underwriting and Finance
\n\tEngage\/Influence and collaborate with Training Specialist
\n\tEngage\/Inform and collaborate with Audit and Compliance<\/p>\n
External<\/p>\n
\tEngage\/Inform and build strong relationships with Customers\/Brokers\/Intermediaries\/Partners
\n\tEngage, Influence and collaborate with Claims Vendors\/service providers
\n\tCollaborate with external auditors<\/p>\n
Effective customer focus & Service<\/p>\n
\tProvide exceptional customer in line with Treating Customers Fairly Principles.
\n\tLiaise with internal stakeholders to facilitate problem resolution and efficiency of work activities.
\n\tCommunicate with stakeholders on a daily basis to inform of progress of claims and claim policy and procedure.
\n\tDeal with and resolve any queries relevant to area; if unable to resolve, escalate to manager for resolution.
\n\tRepresent the organization through maintaining high levels of professionalism, service excellence and customer excellence.
\n\tAdhere to internal policies, processes and procedures.<\/p>\n
Networking & Relationship Building<\/p>\n
\tWork with different people internally and externally to improve service, efficiency, and improve presentation of information.
\n\tAttend relevant industry forums to ensure that the Company is adhering to relevant legislation and regulations and kept abreast of any industry changes relevant to Salvage.
\n\tManage service providers and partners to ensure that they adhere to negotiated rates and fees.
\n\tActively build, improve and maintain relationships with all stakeholders, i.e. internally and externally.
\n\tRegularly meet with brokers, service providers, partners and other divisions to ensure challenges they may face are addressed.
\n\tAct as a change agent and drive transformation and\/or change initiatives within the claims environment.
\n\tEnsure that relevant regulatory requirements are adhered to.<\/p>\n
Business Accountabilities<\/p>\n
\tRelationship Management Liaising in a professional manner with brokers, suppliers, industry bodies and other insurers in respect of claims aspects.
\n\tFollow up on regular intervals and provide constructive feedback to brokers, suppliers, industry bodies and Claims Management and respond to queries within agreed SLAs.
\n\tProvide exceptional customer service and to drive customer centric behaviour in line with Bryte values.
\n\tSupport the Heads of Claims to drive and implement the overall Bryte and Claims strategy.
\n\tCollect and submit reports specific to team data as part of the Management Control System.
\n\tPossess a good understanding of salvage, assessing, legal and investigation environment and keep up to date with the latest trends and industry norms.<\/p>\n
Qualification & Experience<\/p>\n
\tMinimum Matric \/Grade12
\n\tBachelor\u2019s Degree\/ Equivalent
\n\t5-10 years of working within claims operations or customer role (CRM)
\n\tBe able to demonstrate knowledge of Insurance Industry products, services, standards and protocols
\n\tBe able to demonstrate an understanding of legal liability within the designated departments that the role operates
\n\tBe able to demonstrate knowledge of claims agreements
\n\tPrevious experience in data analysis and report writing essential
\n\tProvide examples of strong communication skills and demonstrate active listening skills – Computer literate with evidence of using power-point, word and excel
\n\tBe able to demonstrate a high level of EQ (inter-personal and intra-personal skills)<\/p>\n
Apply via company website ( http:\/\/www.brytesa.com ) or<\/p>\n
www.linkedin.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/www.linkedin.com","_company_name":"Bryte Insurance Company Limited","_company_website":"http:\/\/www.brytesa.com","_company_tagline":"Bryte Insurance Company Limited is the premier, proactive commercial risk specialist in Southern Africa. Applying our unparalleled sector insights, proven expertise and foresight, we partner with customers and brokers to protect their businesses and improve their risk profile across the continent. ... read moreOur short-term insurance risk management solutions are developed from deep sector knowledge, a future-fit focus and our commitment to service excellence. The Bryte Insurance Company brand may be new, but it retains the benefit of the incumbent infrastructure, products and management team. We are proud of what has been accomplished by this team in recent years and look forward to building further on our strong foundation of an established, successful insurance heritage and an invested partnership model. Bryte Insurance Company Limited\u2019s operations in South Africa and Botswana are recent additions to the Fairfax Financial Holdings portfolio. Fairfax is a company based in Toronto, Canada and through its subsidiaries, is engaged in property and casualty insurance, and reinsurance and investment management. Bryte Insurance Company Limited approaches customer risk with purpose, proactively working with brokers and clients to enable better risk decisions. 15 Marshall Street Ferreirasdorp Johannesburg 2001 South Africa","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[72],"class_list":["post-33257","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time-onsite"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/33257","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=33257"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=33257"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=33257"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}