About the job
Serve as the primary liaison between Bryte, and their clients or potential clients. To develop customer specific value-added services in conjunction with the Claims Operations and work as a customer champion ensuring that the role is conducted in the most effective, efficient way whilst delivering a customer centric claims service in a manner which supports the Bryte Values.
Key tasks & Accountabilities
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
Effective reporting and analysis
Success Measures
To work towards and deliver both personal and claims business objectives
Internal Engagement Score
External Engagement Score
Customer Satisfaction
(Financial) Efficiency/Effectiveness
Quality and compliance
People Development
Skills & Competencies
Communication & Interpersonal Skills
Problem-Solving
Analytical Thinking
Organisational Skills
Relationship
Internal
Engage/Influence and Inform Claims Management/Operations and Leadership Team Engage/Influence and collaborate with Claims procurement
Engage/Influence and collaborate with Marketing 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
External
Engage/Inform and build strong relationships with Customers/Brokers/Intermediaries/Partners
Engage, Influence and collaborate with Claims Vendors/service providers
Collaborate with external auditors
Effective customer focus & Service
Provide exceptional customer in line with Treating Customers Fairly Principles.
Liaise with internal stakeholders to facilitate problem resolution and efficiency of work activities.
Communicate with stakeholders on a daily basis to inform of progress of claims and claim policy and procedure.
Deal with and resolve any queries relevant to area; if unable to resolve, escalate to manager for resolution.
Represent the organization through maintaining high levels of professionalism, service excellence and customer excellence.
Adhere to internal policies, processes and procedures.
Networking & Relationship Building
Work with different people internally and externally to improve service, efficiency, and improve presentation of information.
Attend relevant industry forums to ensure that the Company is adhering to relevant legislation and regulations and kept abreast of any industry changes relevant to Salvage.
Manage service providers and partners to ensure that they adhere to negotiated rates and fees.
Actively build, improve and maintain relationships with all stakeholders, i.e. internally and externally.
Regularly meet with brokers, service providers, partners and other divisions to ensure challenges they may face are addressed.
Act as a change agent and drive transformation and/or change initiatives within the claims environment.
Ensure that relevant regulatory requirements are adhered to.
Business Accountabilities
Relationship Management Liaising in a professional manner with brokers, suppliers, industry bodies and other insurers in respect of claims aspects.
Follow up on regular intervals and provide constructive feedback to brokers, suppliers, industry bodies and Claims Management and respond to queries within agreed SLAs.
Provide exceptional customer service and to drive customer centric behaviour in line with Bryte values.
Support the Heads of Claims to drive and implement the overall Bryte and Claims strategy.
Collect and submit reports specific to team data as part of the Management Control System.
Possess a good understanding of salvage, assessing, legal and investigation environment and keep up to date with the latest trends and industry norms.
Qualification & Experience
Minimum Matric /Grade12
Bachelor's Degree/ Equivalent
5-10 years of working within claims operations or customer role (CRM)
Be able to demonstrate knowledge of Insurance Industry products, services, standards and protocols
Be able to demonstrate an understanding of legal liability within the designated departments 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 power-point, word and excel
Be able to demonstrate a high level of EQ (inter-personal and intra-personal skills)