Key Accounts & Claims Administrator

SUMMARY:
One of our leading clients is seeking a confident, service-focused Claims Administrator, with Key Accounts experience to oversee premium client portfolios and manage accident and claims processes with precision.
An individual with a solid background in customer relations, ideally gained within the insurance, banking, or call centre environment, will be advantageous.
The successful candidate will play a pivotal role in accident management, ensuring exceptional service delivery and maintaining strong, high-value client relationships.

POSITION INFO:
Minimum requirements:

• Insurance qualification (RE5, NQF Level 4 or higher preferred).
• Solid and proven key account management experience (essential).
• Strong customer relations background, ideally within insurance, banking, or a call centre environment.
• Exposure to claims and a clear understanding of accident management processes.

• Confident communicator with strong emotional intelligence and effective problem-solving skills.
• Proactive, accurate, and able to work independently.
• Strong personality with excellent interpersonal and communication skills.
• Demonstrated customer-centric approach with proven problem-solving ability.
• Able to work independently and manage administrative processes with precision.

• Streamline the accident management and supplier administration process.
• Manage the full end-to-end accident and claims administration process across pre-repair, in-repair, and post-repair stages.
• Follow up on designated service lines and update all changes in D365.
• Conduct manual vendor selection, receive and confirm quotes, and finalise vendor allocation.
• Verify and follow up on all outstanding documentation, including claim forms, driver’s licences, and any other required documents.
• Ensure all required documents are correctly vetted and uploaded to each case (verification of registration numbers, chassis numbers, case numbers, and customer documentation).
• Manage all pre-repair actions, including receiving quotes, confirming vendor selection, and monitoring outstanding documents.
• Manage all in-repair processes, including assessment, investigation, customer approval, customer quotes, vehicle delivery for repair, 48-hour updates, and additional repair confirmations.
• Mark work as complete and manage post-repair processes, including receiving invoices, CVAAR documents, and resolving supplier queries.
• Coordinate additional services within the accident management process, including lock services, wheel and tyre replacement, glass repairs and replacements, assessments, radio services, third-party approaches and recoveries, salvage, settlements, and investigations.
• Provide continuous feedback to customers and customer relations on the status of all outstanding claims.
• Maintain ongoing communication with internal and external stakeholders.
• Provide support to the supplier network by addressing and resolving concerns.
• Manage key client accounts and build strong, professional relationships.
• Liaise with suppliers, assessors, investigators, and internal teams.
• Handle high volumes of inbound and outbound calls with accuracy and empathy.
• Ensure all documentation is complete, accurate, and compliant with internal requirements.
• Meet strict SLAs and turnaround times.
• Attend internal and external meetings as required.
• Initiate and share ideas to enhance operational processes.
• Participate in ad-hoc projects as required.