Claims lodgement & Admin Advisor

OUTsurance is seeking dedicated individuals to join their team in Centurion as Claims Lodgement & Administration Advisors. This role is central to the customer's experience when they most need assistance, involving the initial handling of insurance claims across various product lines. If you possess a strong customer focus, excellent communication skills, and the ability to manage administrative tasks efficiently, this opportunity within a leading South African insurer could be a great fit for your career aspirations.

About the Role

As a Claims Lodgement & Administration Advisor, you will be the first point of contact for clients initiating claims. Your primary responsibility will be to manage inbound calls, meticulously gathering information to lodge claims for car, home, leisure, and small business insurance. This extends to handling emergency calls for home and roadside assistance, ensuring a swift and professional response during critical moments. You will also be involved in salvage management and undertaking various administrative tasks that support the efficient processing of claims. A key aspect of the role involves setting up the claims journey for clients, ensuring a seamless transition to the next stage of the claims process.

The daily responsibilities of a Claims Lodgement & Administration Advisor are diverse and crucial for customer satisfaction and operational efficiency. Your key duties will include:

• **Receiving and Processing Claims:** Handling all inbound lodgement calls for car, home, leisure, and small business insurance claims.
• **Emergency Assistance:** Responding to and processing urgent calls related to home and roadside assistance, coordinating with service providers for necessary support.
• **Windscreen Claims Management:** Efficiently lodging and managing windscreen claims with professionalism and speed.
• **Client Interaction:** Providing exceptional service, demonstrating empathy, and understanding throughout the claims lodgement process.
• **Policy Interpretation:** Assessing basic policy coverage against the claim details provided, determining if cover applies, and escalating complex situations when necessary.
• **Administrative Support:** Undertaking salvage management and other related administrative tasks to ensure claims are processed accurately and efficiently.
• **Service Provider Liaison:** Communicating with service providers to arrange emergency assistance and address specific needs.
• **Payment Processing:** Authorising and processing payments for services rendered by external service providers.
• **Claims Journey Setup:** Initiating the claims process and preparing the client and future claims handlers for the subsequent stages of the claim.

What They're Looking For

OUTsurance is looking for candidates who align with their core values of being awesome, dynamic, honest, human, passionate, and focused on recognition. Beyond these cultural attributes, specific skills and experience are essential for success in this role:

• **Communication Excellence:** Outstanding verbal and written communication skills are paramount for clear client interaction and accurate record-keeping.
• **Organisational Prowess:** Effective planning, organisation, and time management abilities are crucial for handling multiple tasks and deadlines.
• **Resilience Under Pressure:** The capacity to work effectively under pressure, particularly during stressful client situations, is a must.
• **Customer-Centric Approach:** A strong focus on quality customer service, with the ability to listen actively and empathetically.
• **Detail-Oriented:** High attention to detail ensures accuracy in data entry and policy interpretation.
• **Administrative Acumen:** Excellent administrative skills are needed for managing documentation and processing tasks.
• **Typing Proficiency:** Accurate and fast typing skills are essential for efficient data input.
• **Adaptability:** The ability to embrace change and adapt to a fast-paced environment is highly valued.
• **Proactive Mindset:** Proactively identifying risks and opportunities, along with strong problem-solving and initiative-taking capabilities.
• **Integrity and Accountability:** A high level of integrity and professional accountability in all aspects of the job.
• **Self-Motivation:** Self-discipline and self-motivation to manage workloads independently.
• **Education:** A minimum requirement of Matric or Grade 12 completion.
• **Experience (Preferable):** While not essential, prior experience in general insurance, client care, call centres, or claims handling, especially within an emergency client service context, will be beneficial.

This role requires a commitment to working specific shifts, either a day shift (06:00 - 18:00) or a night shift (18:00 - 06:00), on a rotating 4 days on, 4 days off roster. Employment Equity goals are a consideration, with preference given to individuals from designated groups who meet the job requirements.

In South Africa, roles like Claims Lodgement & Administration Advisor are common within the insurance sector, particularly at large direct insurers and brokerage firms. Salary expectations can vary based on experience, but entry-level positions often start in the R10,000 to R15,000 per month range, with potential for growth. Career progression might lead to more specialised claims handling roles, team leadership, or other operational management positions within the company.

Education

• Matric or Grade 12 completion is a minimum requirement

Experience

• General Insurance and Client care experience preferable, but not essential
• Claims knowledge and emergency client service is preferable, but not essential
• Previous Call centre experience will be beneficial.