Job Title : Customer Relationship Manager
Sector Title : Insurance
Area : Durban
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Our client is searching for a Customer Relationship Manager to be based at their Durban offices
Key Performance Areas
Helps 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
Personally 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
Seeks out resources to resolve performance issues give technical guidance and necessary support and involvement at customer/broker/partnerships forums
The 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
Ensuring and monitoring a seamless service is provided to customers influencing many internal and external stakeholders without formal authority
Capture 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
Be able to articulate what&rsquos been agreed canvass and seek compliance
Relationships
Engage/Influence and Inform Claims Management/Operations and Leadership Team
Engage/Influence and collaborate with Claims Vendor Management BPO and Performance Management
Engage/Influence and collaborate with Marketing and Proposition Development and Customer Relationship Teams
Engage/Influence and collaborate with Underwriting and Finance
Engage/Influence and collaborate with Training Specialist
Engage/Inform and collaborate with Audit and Compliance
Engage/Inform and build strong relationships with Customers/Brokers/Intermediaries/Partners
Collaborate with external auditors
Requirements
Related Degree
3 to 5 years of working within claims operations or customer advocacy role CRM
Be able to demonstrate knowledge of Insurance Industry products services standards and protocols
Be able to demonstrate an understanding of legislation and legal liability within the designated territories that the role operates
Be able to demonstrate knowledge of claims agreements
Previous experience in data analysis and report writing essential
Provide examples of strong communication skills and demonstrate active listening skills
Computer literate with evidence of using MS PowerPoint Word and Excel
Salary Market related
Please forward updated resume in MS Word with your application Note if no correspondence is received within 6 weeks of your application please consider your application as unsuccessful