Claims Processing Consultant: Warranty & Service Plan at Telesure Investment Holdings (TIH)

Job Purpose

• Capture and process warranty and service plan claims efficiently and accurately through drawing on the relevant criteria to ensure standardisation across the organisation to enable decision making on a claim.

Responsibilities

Customer Management (Internal)

• Help manage customer by carrying out standard activities to complete the customer request.

Data Collection & Analysis

• Ask questions, collect data from a variety of sources, analyse information and investigate claim.
• Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims. Use appropriate tools (supplier contract and/or negotiation) to accurately cost applicable claims on a day-to-day basis.

Work Scheduling and operational compliance

• Organise own work schedule in order to get the job done, coordinating with support services and completed work within SLA.
• Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately).
• Remain up to date with current and new product knowledge to enable effective decision making.

Administration

• Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.

Correspondence

• Respond to routine requests using telephonic conversation or emails (internal and external).
• Ensure regular feedback to customer, service providers and other stakeholders, as determined by the company and/or customer requirements to ensure customer receives appropriate feedback from the claim department.

Document Management

• Create, organise and maintain files containing the correspondence relating to policies and matters and claims to be uploaded on internal system.

Document Preparation

• Prepare and manage claim documentation for customers.

Up-sell Customer Propositions

• Identify a selection of products or services that may meet the customer’s requirements, explain the product/service features influence the customer to add additional products/services.