Consultant, Claims

This role at Liberty involves providing a comprehensive and high-calibre service to a diverse range of clients, including Standard Bank customers, provincial offices, branches, underwriters, and brokers. The core function is to expertly resolve queries related to various insurance products. This position is ideal for individuals with a solid foundation in the insurance sector and a passion for client engagement.

About the Role

As a Consultant in the Claims department, you will be the primary point of contact for a variety of insurance-related enquiries. You will leverage your multi-skilling journey to efficiently navigate and address customer needs across different communication channels. The aim is to ensure a seamless and satisfactory experience for all stakeholders, upholding the exceptional service standards expected by Liberty and its associated entities. This role offers an opportunity to deepen your expertise within the financial services industry and contribute to the growth and success of a leading African financial group.

Your responsibilities will encompass a broad spectrum of client service and problem-solving within the insurance domain. Key duties include:

• Acting as a subject matter expert on at least one insurance product, with the ability to handle other products under supervision.
• Resolving insurance policy queries efficiently and accurately across multiple communication platforms.
• Delivering a high level of service to Standard Bank customers, SBIB Provincial Offices, SBSA Branches, Underwriters, and Brokers.
• Applying your knowledge of insurance principles and products to provide effective solutions.
• Adhering to service level agreements and maintaining high standards of professionalism.
• Contributing to a positive team environment through collaboration and shared knowledge.

What They're Looking For

To excel in this role, candidates will need a blend of practical experience, technical proficiency, and strong interpersonal skills. The essential requirements include:

• A Diploma in Finance and Accounting or a related field.
• A minimum of 2-3 years of experience within the insurance industry, specifically in insurance legacy and enablement.
• At least 2 years of proven call centre or telephone-based client service experience.
• Demonstrable knowledge of at least one insurance product, sufficient for an Insurance Consultant Level 1 position.
• Fluency in both written and spoken Afrikaans, in addition to English.

Furthermore, the ideal candidate will possess strong behavioural competencies such as:

• **Interacting with People:** The ability to build rapport and communicate effectively with diverse individuals.
• **Interpreting Data:** Skill in understanding and analysing information to make informed decisions.
• **Managing Tasks:** Proficiency in organising workload and prioritising effectively.
• **Meeting Timescales:** A commitment to delivering within agreed-upon deadlines.
• **Providing Insights:** The capacity to offer valuable perspectives and solutions.
• **Team Working:** A collaborative approach and ability to contribute to team goals.
• **Upholding Standards:** A dedication to maintaining high levels of quality and integrity.

Technical competencies will include a deep understanding of client knowledge, client retention strategies, client servicing best practices, client value propositions, and a comprehensive grasp of insurance principles and products.

In South Africa, roles like this typically form the backbone of insurance operations, offering a stable career path within the financial services sector. Companies such as Standard Bank and other major insurers often recruit for these positions. Salary expectations can vary based on experience and the specific insurer, but generally, a consultant with the required experience and skills might expect a competitive remuneration package. Career progression could lead to more senior specialist roles, team leadership, or management within claims or client service departments.

Type of Qualification: Diploma
Field of Study: Finance and Accounting

Experience Required
Insurance Legacy & Enablement
Insurance
2 - 3 years insurance industry experience. Minimum of 2 years call centre/telephone experience would be required as a minimum. Insurance product knowledge of at least 1 product for an Insurance Consultant Level 1.

Behavioural Competencies:

• Interacting with People
• Interpreting Data
• Managing Tasks
• Meeting Timescales
• Providing Insights
• Team Working
• Upholding Standards

Technical Competencies:

• Fluent in Afrikaans - Written & Spoken
• Client Knowledge
• Client Retention
• Client Servicing
• Client Value Propositions
• Insurance Principles
• Insurance Products & Services