The Specialist Claims & Portfolio Relationship Manager’s role will be that of main liaison between internal claims operational staff, management, and its brokers, for all claims related matters and those of a complex, technical, and/ or specialist nature. Working closely with an allocated portfolio of brokers, the Portfolio Relationship Manager will:
✓ Apply his/ her technical product knowledge, and expertise in facilitating smooth and effective resolution of disputes and/ or complaints – ultimately ensuring a fair and convenient outcome for all parties concerned.
✓ Act as an expert advisor on all complex claims settlement decisions
✓ Provide training and guidance to both internal staff and brokers in respect of policy cover (commercial and domestic), claims processes, and claims determinations.
✓ lead a team of claims specialists
✓ provide information to brokers on processes and offerings within the claims department and act as a liaison between brokers and service providers where required.
✓ Evaluate processes and procedures critically with a view to streamline claims processes and improve communication with brokers.
✓ Exhibit a problem solving and solution orientated approach
✓ Foster a relationship of trusted advisor to brokers
Full claims administrative support will be given from the claims department, whilst this role’s core purpose will be to provide technical and specialist guidance and insight to both internal staff and brokers on claims and processes. The role furthermore has a very big focus on relationship building - fostering a value adding and supportive service to brokers, ultimately assisting them in achieving profitable loss ratios, whilst ensuring efficient and convenient claims service delivery in line with the brand promise.
The role will require personal attention being given to brokers and will require regular meetings with brokers and traveling (nationally). A valid driver’s license is therefore essential, and it may be required for the Claims Portfolio Relationship Manager to be away from home for a couple of nights a month.
REPORTING / LEVEL/ MANAGER
Reports directly to the Executive Head of Claims and Legal
✓ Grade 12
✓ LLB Degree – highly advantageous
✓ Higher Certificate in Short Term Insurance – NQF Level 5 or higher – highly advantageous
✓ Successfully passed RE 5 (Representative Exam) - essential
✓ Provide evidence of being on the FSCA Register (DOFA date) – essential
SKILLS AND TRAINING REQUIRED
✓ Computer literate – Microsoft Word, Powerpoint, Excel, and Outlook.
✓ Work experience on the TIAL Operating System (System A) – not essential but advantageous
MINIMUM YEARS OF FORMAL & INFORMAL TRAINING REQUIRED
✓ Advanced Product knowledge and application of policy wording for all classes of short-term insurance (Personal and Commercial Lines)
✓ A minimum of 6-8 years related work experience in short-term claims (Personal and Commercial, Motor and Non-Motor), with specific focus on complex and technical claims.
✓ Relevant work experience in short-term insurance portfolio management, account management and/or relationship management
✓ Relevant work experience within Short-Term Insurance Claims Operations at an Insurer, UMA, or other Risk Carrier, where broker interaction forms an inherent part of the job.
✓ Knowledge and understanding of the Corporate Broking environment, current market trends within the industry, external factors that could impact the business, as well as a sound understanding of competitor product offerings.
✓ Effective Communication and interpersonal skills
✓ Ability to collaborate and network with multiple parties inside and outside the company
✓ Must have confidence to make decisions with limited need for referral
✓ Must have effective conflict management skills and the ability to handle ‘tough’ conversations
✓ Must be solutions oriented with the ability to manage complexity
✓ Drive and persistence
✓ Energetic with a positive outlook
✓ Ability to persuade and influence decision makers
✓ Must be focused, self-disciplined with a strong desire for success
✓ Must be presentable with a positive attitude
✓ Must be focused and self-disciplined
✓ Must project tenacity, and confidence
✓ Must genuinely enjoy interacting with people – service oriented
✓ Must be resilient and agile in response to change or challenge
✓ Must be able to foster new relationships and to harness new business opportunities
***Please note only shortlisted candidates will be contacted***