Team Leader: Short-term Insurance Underwriting - CCSALEST11002
Code/Reference:
CCSALEST11002
Applications accepted until:
2019-11-26
Number of Openings
1

Department:

Sales

Division:

Short-term Insurance

Branch:

Centurion

Region:

Contact Centre

Job Purpose:

To support and motivate consultants in the Short term Insurance Customer Service department and ensure performance objectives are achieved in line with the business unit strategy and targets

Job Outputs:

  • Assist in the management and implementation of policy administration and the renewal process of Short-term Insurance policies
  • Resolve escalated complaints and queries
  • Implement effective first call resolution process
  • Ensure effective claim support
  • Maintain and implement the FAIS supervision process for consultants under supervision and identify corrective action when required
  • Identify compliance risks and recommend corrective action
  • Effective management of the cancellation ratio and service levels
  • Maintain effective relations with internal and external stakeholders
  • Timely recruitment and selection of employees
  • People management including coaching
  • Day to day management of the Contact Centre and employees
  • Performance management of employees

Qualifications:

  • Grade 12
  • Regulatory exam (RE5)
  • 30 FAIS credits or Full FSCA aligned qualification on NQF level 4, as per legislation

Experience:

  • MinimumĀ 3-4 years Short term Insurance Underwriting experience in a brokerage environment
  • Minimum 1 year supervisory experience in a Contact Centre environment
  • Experience in Contact Centre technology

Knowledge and Skills:

  • Attention to detail
  • Customer centricity
  • Multilingual
  • Deadline oriented
  • Planning and problem solving skills
  • Excellent verbal and written communication skills
  • Interpersonal skills
  • Ability to interpret Contact Centre data
  • Intermediate to advanced excel skills
  • Conflict management skills