Case Administrator
JOB DESCRIPTION
Position: Case Administrator
Reports to: Head of Administration
Department: Individual Life, Insurance Operations
Start Date: ASAP
Role Location: Greenside, Johannesburg
Contract Basis: Full Time – Permanent
THE ROLE OF THE DEPARTMENT:
The Individual Life division is a critical component of the Operations Department within the Unisure Group of companies. This division is responsible for the comprehensive oversight and administration of all Individual Life Insurance activities. The overarching activities involved with the efficient provisioning and management of the Individual Life product range include, but aren’t limited to:
- Membership Administration
- Claims Administration
- Case Administration
- Operational and Administrative Support
- Broker Support
- Financial Management
- Risk Management
- Obtaining/Maintaining Legal and Regulatory Compliance
THE PURPOSE:
The purpose of this role is to provide administrative assistance to the Individual Life division concerning the capturing, administration and management of Individual Life insurance cases. The incumbent will be required to provide timeous and accurate administrative support to deliver efficient and professional client service within Service Level Agreements and legislative/compliance requirements.
ROLE RESPONSIBILITIES, DUTIES AND TASKS:
- Understand end-to-end processes relevant to the business area to identify bottlenecks, risks, as well as provide evidence-based improvement recommendations.
- Adhere to all relevant legislative/compliance requirements.
- Accurately complete all administrative and reporting requirements within agreed timeframes and Service Level Agreements.
- Deliver on service level agreements made with internal and external stakeholders in order to ensure that client expectations are managed.
- Capture data accurately on the relevant systems according to Service Level Agreements and data management standards.
- Responsible for email queries and following up with stakeholders to request outstanding client information.
- Provide relevant information and documentation as requested, in line with internal and agreed-upon guidelines.
- File and maintain all relevant documentation, enabling ease of access by team members.
- Investigate broker queries within service level agreements and provide them with timely feedback.
- Make recommendations to improve client service and fair treatment of clients within the area of responsibility.
- Participate and contribute to a culture that builds rewarding relationships, facilitates feedback, and provides exceptional client service.
- Identify and report process and system failures and enhancements to improve client experience.
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Strong planning, organising, multi-tasking, and time management skills.
ATTRIBUTES:
- Integrity and Ethical Judgment: Demonstrates honesty and upholds high ethical standards in handling claims.
- Empathy: Ability to understand and address the concerns and emotions of claimants while maintaining professional objectivity.
- Problem–Solving: Effective at identifying issues, formulating solutions, and making decisions promptly.
- TeamPlayer: Willingness to collaborate with other departments and team members to ensure efficient claims processing.
- Adaptability: Ability to adjust to new procedures, regulations, and technology in a dynamic and evolving industry.
- Initiative: Proactive in identifying areas for process improvement and in taking the necessary actions without being prompted.
- Resilience: Capacity to handle high-pressure situations and difficult conversations with professionalism and composure.
- Numericproficiency: Ability to work under pressure whilst maintaining superior levels of accuracy.
QUALIFICATIONS & EXPERIENCE:
- Matric or Tertiary Education
- At least 6-8 years relevant experience in the Life Insurance industry
- Experience working in emerging markets.
- Intermediate experience with MS Office Suite (Word, Excel, Outlook).
- Experience in the insurance or financial services industry.
- Ability to excel in a high-pressure setting.
- Proficiency in Life Insurance products and services.
- Exceptional verbal and written communication skills.
- Meticulous attention to detail.
- Excellent organisational and time management abilities.