Inbound Client Contact Centre Administrator

SUMMARY:
Our client is seeking an experienced Client Contact Centre Administrator.

POSITION INFO:
The contact centre is responsible for the inbound telephonic servicing of the individual policyholder and brokers with the aim of providing a first call resolution experience, while maintaining a high standard of customer service. They also respond to claim-related queries and correspondence received.

Requirements:

• Must have a thorough understanding of medical aid operations or insurance policy administration and operations. (past experience mandatory)
• Matric.

• To be logged onto the Client Services inbound telephone queue and web touchpoint.
• Resolve a minimum of 30 telephone calls per day.
• To respond to and resolve about 15 general/claim-related correspondence queries per day within a 24-hour turnaround time.
• Maintain and update your daily workflow queue for management reporting.
• To strive to have zero lost calls per day.
• To log all telephone calls received on the policy/claim records.
• To verify and update if necessary all personal contact information for clients including the Medical Aid details.
• To ensure relevant processes is adhered to and the policy option and commencement date is checked before providing information and advice and to ensure the applicable potential claim disclosure is communicated to the client when necessary.
• To achieve a minimum QA (quality standard) of 90%.
• Interacting with medical aids and medical practitioners regarding medical history and accounts if required, relevant to obtaining information required for assessing the claim.
• Liaising with the Manager regarding the claim decision about a client query when necessary.
• Dealing with client queries professionally, adequately, and timeously.
• Arranging for priority claim investigations and escalations.
• To be proactive and apply the principles in every aspect of your job functions.
• Other basic policy administration-related functions.
• Answering the telephone within 2 rings and resolving the client/broker query/request in a professional and timely manner.
• To always try and retain clients when they call in to cancel their policy.