Claims Broker

To deliver exceptional claims management services by efficiently handling all aspects of insurance claims on behalf of customers. This includes liaising with relevant insurance providers to ensure timely and accurate processing of claims, all within established service level agreements.

• Demonstrate cost consciousness and awareness of personal contribution to costs and productivity.
• Identify and escalate potential risks that may lead to increased costs.
• Prevent wastage and identify process improvements to contain and reduce costs.
• Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work.
• Drive product sales based on customer coverage and engage with relevant stakeholders to upsell the product.
• Ensure first time resolution of customer queries or complaints.
• Take ownership of any requirements and follow up on queries handed over to other parties or areas to ensure delivery on agreed timelines and Service Level Agreements.
• Optimise and propose improvements on internal processes that impact service levels and customer satisfaction within area of accountability.
• Understand customer losses and engage with Insurer, customer and relevant stakeholders on suggestions to manage portfolio.
• Ensure own product knowledge and provide relevant guidance and advice to customers and collect feedback to help improve customer service.
• Establish relationships with relevant individuals and departments to deliver on work expectations.
• Adhere to relevant service level agreements to build trust in the relationship.
• Comply with and adhere to identified governance and compliance standards and escalate risks for investigation and resolution.
• Flag opportunities to migrate to platform and support the use of technology in process and system improvements.
• Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality.
• Produce high quality work by adhering to predefined standards and procedures and in accordance with compliance and governance standards.
• Complete relevant administration, reporting and updating of information accurately and on time.
• Provide timeous reports on operations, performance and audit findings.
• Report on transactional activity progression within set guidelines to provide timely information for decision making in area of accountability.
• Seek out regular performance feedback and put actions in place to improve and enhance performance.
• Create own personal development plan, identify activities to address own development gaps and review plan with team leader or manager.
• Keep abreast of learning opportunities, changing products and trends.
• Participate in Talent Management practices and processes in line with HR policies and procedures.
• Contribute to teamwork and inclusivity by working together to achieve team goals.
• Value individual contributions and respect diversity in the team.
• Share information and knowledge that benefits the team and ensure skills transfer with peers and relevant stakeholders.

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfil this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

Introduce yourself to our recruiters and we will get in touch if there’s a role that seems like a good match.