Job Reference Number:
TFS-737
Department:
DEBT REVIEW
Business Unit:
Industry:
Call Centre
Job Type:
Permanent
Positions Available:
3
Salary:
Market Related
Job Description
The FoneYam Claim Administrator function is to assist and fulfil a support role to all internal departments within the Tenacity Business unit where they have identified clients that are deceased, retrenched or disabled as well as process claims on lost/stolen devices This role will process individual Hardship Benefits Claims; retrenchment, death, disability and lost/stolen devices from cradle to grave on Einstein and the necessary administration ITO communication to the relevant parties involved.
Daily activities
- To action administrative duties related to hardship benefits administration
- Ensure accurate and timeous reporting on weekly activity and performance
- Ensure that all client queries are resolved promptly and professionally and be able to 3rd parties and escalate matters where necessary
- Managing and monitoring that current policies and procedures are followed and correctly implemented
- Monitoring business performance against service level and flagging potential issues
- Improve on delivery of work methods and procedures/processes
- Action the correct block codes to accounts that meet the criteria for hardship benefit claims
- Provide authoritative expertise and advice to internal and external stakeholders – based on analysis (RCA/complaints/enquiries)
- Provide support and assistance to all clients and 3rd parties ITO outstanding documents required to process claims
Administration
- Ensure that the necessary communication is sent via email, fax or SMS to the parties involved
Adherence
- Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business
Ad-Hoc
- Contributes to team effort by accomplishing related results as needed
- To action any other instruction by the Manager
- Assisting in the FoneYam Support Portfolio from time to time as required
Job Requirements
Qualification
- Grade 12 or NQF Level 4
Experience
- 3 years’ Experience working in a claims process environment within a contact centre
- Knowledge of claims processing (technical aspect) and substantial administrative experience
Functional Knowledge and Skills
- Business Writing
- Telephone Etiquette
- Effective Communication Skill
- Demonstrate sound knowledge of all operational procedures and protocols
- Ability to manage own time effectively to assure achievement of results, appropriate thinking, time, and availability
- Knowledge of all regulations and compliance requirements that impact the business
- Ability to stay abreast of industry changes
Closing date full time