A position has become available for a CLIENT SERVICE CUSTODIAN and will be based in the Motor Claims at Hill on Empire, Johannesburg.
JOB DESCRIPTIONThe Client Service Custodian will be overall accountable to selected brokers for monitoring service and quality levels within the applicable Motor Claims Region.
The Client Service Custodian will be responsible for managing the broker relationship by attending broker visits, broker conferences and road shows. Provide details such as Motor Claims Processes, SLAs and SLA achievement and the overall performance of the broker book within the specific branch, as well as handling all their queries and complaints. Manage ADHOC responsibilities, such as CCD Couriers and ensure service levels are met. The Client Service custodian will assist with communication to relationship managers related to specific changes and ensure that brokers receive the appropriate information.
The Client Service Custodian will be responsible for the following general tasks:
• Monitoring and maintaining broker relations.
• Provide feedback to broker about queries and performance.
• Handle queries and complaints relating to service.
• Escalation management to finalisation.
• Identify and report on trends and inaccuracies in internal process and take the necessary corrective action.
• Establish and maintain the quality standards that drive client delight.
• Compile reports per broker for discussion.
• Monitoring adherence to SLA.
• Partnering with Broker Services to ensure optimal service delivery.
• Ensure client satisfaction improvements using CSI results.
• Manage complaints and calls received by Regional Manager on a daily basis.
• Attend to and manage complaints and escalations received in mailbox within a 4 hour turnaround time.
• Log escalations on Escalation spread sheet and manage resolution of escalations.
• Identify general trends and behaviour of staff based on Escalation spread sheet.
• Identify training needs of staff based on Escalation spread sheet.
• Make weekly phone call to selected brokers to discuss their portfolio of claims.
• Record complaints (severe escalations) on BPM.
• Accompany Regional and Relationship Managers on broker visits.
• Attend to general broker queries/complaints and escalate where necessary.
• Recognise staff commitment and service delivery and advising management staff.
• Liaising with Relationship Managers and notify them of any changes or amendments in the claims processes.
• Escalation from broker and Relationship Managers to Custodian’s.
• Grade 12/Matric
• Post Matric qualification (advantageous)
• Insurance related qualification/s (advantageous)
• At least 5 years’ experience in Motor Claims
• Santam policies and procedures
• Communication skills to effectively communicate with internal and external stakeholders, MBR’s and Assessors
• Effective crises management during workload changes
• Working with people
• Planning and organising
• Coping with pressure and setbacks
• High level of negotiation skills
• Performance management
• Analytical thinking
• Conceptual thinking
• Information seeking
• Directiveness
• Initiative
• Self confidence
• Flexibility
• Impact and influence
• Leverage relationships
• Customer service orientation
• Integrity
• Self-control
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding, and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper.
Qualified applicants are invited to submit their cover letter, CV, and salary requirements in MS Word format at www.santam.co.za / careers and apply online. Should you be aware of a qualified individual, please pass this vacancy on to them.
Please note this appointment will be made in line with the Santam Employment Equity strategy. People with disabilities are welcome to apply.