Job Advert Summary
The consultant will provide service and assistance to the Intermediary Services across the Life Operations business units.
The purpose of the role is to create a client experience that feels convenient, effortless and personal. It must feel bespoke to the client.
Will work in shifts that will be rotated amongst the team weekly. To work extended hours on the 15th, mid-week close off, and last working day of the month. There is a possibility that these might change in the future depending on growth and the need in the business.
A member of the back-office operations team reporting to the Manager Intermediary Services. This role will be responsible for providing a professional service to PPS members and associated parties. Customer/Intermediary interaction via all available contact channels will be part of this individual's responsibilities.
Minimum Requirements
Education:
- Matric
- A 3-year tertiary qualification (Degree) with relevance to business orientation
Experience:
- 2+ years working experience in administration, member engagement, telephone etiquette, quality assurance, validating and processing member information.
- Experience in the client service environment is advantageous
Knowledge and Skills:
- Relationship management skills
- A good business acumen
- Can-do attitude while challenging convention.
- Knowledge of Financial institutions (advantageous)
- FAIS, POCA and FICA knowledge (advantageous)
Competencies:
- Able to thrive under constant pressure.
- Accuracy and attention to detail for all relevant work types.
- Ability to organise and prioritise.
- Team player.
- Integrity, doing the right thing and embracing the philosophy of treating our customers fairly to deliver on our member experience principles.
- Competent writing and communication skills.
- Proactive thinking.
- Client Centricity.
- Results Driven.
Duties and Responsibilities
Administration Task:
- Generate Counteroffer Letters for Personal cover and Business Assurance, manual and system generated letters.
- Respond to customer queries (calls/emails) and resolve customer complaints professionally.
- Draft Underwriting correspondence letters and emails correspondence with reassurers and requirement letters.
Resolve and respond to non-Disclosure queries. - Review the HIV correspondence and liaise with the Medical Officer.
- Review and upload lab results.
- Take ownership of service level agreements and ensure they are reached consistently.
- Accurately execute policies and procedures related to service delivery within Life Operations.
- Identify and escalate priority issues ensuring that the task is tested and released into production.
- Data capturing of customer information with a focus on accuracy and attention to detail.
- Ensure all system and manual processes are followed as per the work instructions.
- Provide intermediary services across the team, including Policy administration, New Business, UW Administration, Internal Control, FICA, Amendments, and Cancellations.
- Provide information in accordance with legislative requirements.
- Provide exceptional administrative service and support.
- Responsibilities may include working in all the units under Intermediary Services. The consultant is to be a highly self-motivated individual with strong relationship management and communication skills.
- Add measures, process improvements, and enhancements to reduce escalations.
Review tasks logged with Production Support regarding Technical errors.
Distribute knowledgeable training/coaching material to the group. - Help build and manage the daily operations of the business processes, systems, and projects. This includes developing internal controls for the business, testing and administration of various systems, and ensuring smooth operations to service clients in the PPS way.
Assist Management and Support Team:
- Agree on duties with team members to achieve operational targets including prioritization and work schedules.
Provide support and assistance to the Team Leader or Manager. - Responsible for enforcing PPS’s training and development program.
- Mentor and coach junior employees.
- Assist with execution of policies and procedures related to service delivery in Operations and between other areas.
- Build and maintain relationships with relevant stakeholders.
- Reduce step backs and review processes to reduce processing time.
- Complete call logs and reports.
- Manage and support in maintaining the service level agreement.
- Process Financial Assessments and ensure the figures are accurate.
- Ensure high-risk members are validated and investigated accurately.
- Prepare monthly savings report.
- Request medical records from Medical Schemes.
- Adhere to due diligence processes.
Maintain Product Expertise:
- In order to answer member/intermediary complaints and questions, an operations Consultant must be an expert in the products offered by PPS. This requires one to take the initiative to master every feature and benefit of each product.
Data & Reporting:
- Must be able to formulate data extracts and analyses to detect invalid claims and create data intelligence to ensure preventative management of claims investigations.
- Research best practices and new trends in the industry.
- Conduct audits and fraud risk assessments where necessary, report findings or deviations and assist in implementing recommended controls.
- Prepare comprehensive audit and forensic reports as may be required regarding actions to be taken regarding the investigation.
- Prepare reports for different departments or upper management.
- An operations Consultant uses available software to document each customer interaction to help streamline the customer service process and notice trends to report back to the product development team. Identify process and procedure improvements and make recommendations to streamline and simplify processes. Escalate systems failures to the appropriate support team for the team to stay productive. Recognize, document, and alert the management team of trends in customer calls.
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