Client Contact Center Administrator

Cape Town, Western Cape · Administrative Client Contact Center Administrator (JB4316)
Claremont, Cape Town, Western Cape
R11 000 - R16 000 CTC per month based on experience
Permanent

A leading provider of insurance solutions, dedicated to delivering exceptional service and peace of mind to their clients and strives to exceed expectations by consistently upholding the highest standards in the industry, is looking for a client contact center administrator to join their team.

As the client contact center administrator, you will be responsible for delivering exceptional service through inbound calls and web interactions. Your role involves promptly addressing inquiries, resolving issues, and providing accurate information on policies and claims, ensuring a seamless experience for both policyholders and brokers.

Minimum Requirements:
Medical Aid understanding
Servicing experience
2 years proven client service/ call center experience
Excel proficient
MS Office proficient
Individual life policy administration knowledge and experience beneficial

Duties:
Manage inbound calls and web inquiries as a Client Services Representative.
Resolve a minimum of 30 telephone calls and 15 correspondence queries daily within 24 hours.
Maintain and update daily workflow for management reporting, aiming for zero lost calls.
Log all received calls on policy/claim records and update client information as needed.
Ensure adherence to relevant processes and communicate potential claim disclosures.
Achieve a minimum quality standard of 90%.
Interact with medical entities for claim assessment information.
Coordinate with managers on claim decisions as necessary.
Handle client queries promptly and professionally.
Prioritize and escalate claim investigations.
Apply Treating Customers Fairly principles proactively.
Perform other basic policy administration tasks.
Strive to retain clients during cancellation inquiries.

IMPORTANT: We specialize in specific niche fields. Regret that we are unable to provide assistance for any fields outside of this scope. Fields can be viewed on our website.

Kontak Recruitment Disclaimer:
Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
Job specifics: Requirements mirror advertisement, duties may adjust for client needs.
Fair process: Fair assessment, only shortlisted candidates contacted due to volume.
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Candidate verification: Candidates selected by the client are verified. False info may disqualify or end employment via the client.
Offer clarity: Advert is not a binding offer. Written offers based on pre-employment conditions.
No direct link: Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
Applicant Responsibility: Upon applying, confirmation of receipt for a specific advert is given. If no confirmation is received, you must verify with Kontak Recruitment.