South Africa

IDRD - Services Consultant

Company Telesure Investment Holding
Reference # IDRD/2022/01
Published 13/01/2022
Contract Type Permanent
Salary Market Related
Location Fourways, Gauteng, South Africa
Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial long and short term insurance providers. Our portfolio includes South Africa’s most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dialdirect, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund and group life administration. Hippo is South Africa's first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African
brands. We’re pioneers with a hunger for the best, bringing customer-focused
innovation and service excellence to the financial services industry. We’re an
undivided team of diverse thinkers and doers who believe in leading through
technology and pushing beyond limits.

Review and resolve escalated service related disputes in a fair and equitable manner. Contribute to the safeguarding of the organisations reputation by mitigating risk relating to disputes.
Job Functions Call Centre,Legal
Industries Insurance
Solutions Analysis
Reviewing a claims outcome and/or customer complaint. Taking into account
policy terms and conditions, ombudsman stances, legislation regulation etc to
determine the correct outcome for the external customers.
Customer Service
Responsibilities may include processing disputes, dealing with complex queries
and investigating and resolving customer disputes and complaints.
Act as first line mandated representative providing customer service and handle
customer disputes and liaise with the customer/customer's attorneys within the
given time frames provided by Management.
Ensure continuous communication on disputes referred from the applicable platforms, either verbally or by written communication, within the prescribed

Needs Clarification
Ask relevant questions to evaluate the customer's level of understanding and to
identify and respond to areas requiring further information or explanation.

Operational Compliance
Ensure all work meets operational, technical and financial results and/ or targets as and when required. Deliver on TCF principles in alignment with regulatory requirements.
Identify instances of non-compliance with the organization's policies and procedures and/or relevant regulatory requirements, reporting these and escalating issues as appropriate.

Client & Customer Management (Internal)
Build and maintain relevant relationships with internal departments to assist in managing the customers complaints.

Personal Capability Building
Develop and maintain excellent procedural or technical skills by keeping up to date knowledge of the Ombudsman and TIH Procedures and philosophies.

Develop own capabilities by participating in continuous professional development and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant legislation, external regulation, and industry best practices through ongoing education.
General Education
Grade 12/ SAQA Accredited Equivalent (Essential);
Relevant 3 year Business related degree / diploma (Advantageous);
STI Qualification (Advantageous);
RE compliant (Advantageous);
FAIS compliant (Advantageous)

General Experience
3 or more years’ experience in an insurance and claims environment (Essential);
Dispute resolution experience (Advantageous);
Legal background within an insurance industry (Advantageous);
Online reputation management experience (Advantageous)

SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our
representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.
Job Closing Date 20/01/2022
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Last Updated: 30-6-2021 []
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