Main activities and Key Areas:

• Handling commercial claims including Heavy Commercial Vehicles claims from registration, right up until settlement
• Ensuring confirmation of cover has been completed correctly
• Reporting and handling of commercial motor and non-motor claims
• Communicate with clients, the responsible party, their insurers, solicitors, and various other parties involved in the claims process, by telephone and/or by written communication
• Ensure effective and timely claims management and settlement (in line with the SLA agreement)
• Adequate reserving of claims
• Assist with administrative functions and undertake special projects as and when requested
• To maintain the claims filing system effectively and efficiently – ensure all documents are renamed correctly
• To keep Client updated on the progress of the claim telephonically and via email
• Advise clients on general queries and claims issues
• Requesting payments correctly within mandate
• Handling of Compliments and Complaints according to the Compliments and Complaints Business Processes
• Ad hoc duties assigned by management from time-to-time

1.Productivity:

• New Claims handled – 60 claims to be worked on per day
• Open Claims – No claims to be open 90+ days
• Management of Tasks – All tasks to be attended to within the 4 working hours SLA
• Closing of Tasks – Detailed notes are always to be left as to why the task is being closed
• Management of reminders – All reminders to be attended to daily
• Utilisation and management of notes – Detailed and accurate notes are always to be used
• Communication (telephone and e-mail) – Ensuring professional communication at all times
• Updating clients (repair process and repair satisfaction) – Via telephone and email
• Telephone calls – to be made and received on recorded lines. If your cell phone does not have the ability to record, you may not use it for work purposes
• Telephone messages – All messages need to be attended to within 1 working hour

2.Quality:

• Detailed and accurate notes are always to be used
• Accuracy of estimates – Ensuring the reserves held on claims are accurate and updated at all times
• Accuracy and quality of communication – Ensuring professional communication at all times
• Telephone etiquette - answering/making the calls correctly – Ensuring professional communication at all times
• Exceptions – To be attended too daily. Estimates, claims status and notes to be updated continuously to prevent additional exceptions

3.Efficiency:

• Adherence to SLA (Delivering work within SLA) – All tasks to be attended to within the 4 working hours SLA
• Comebacks on work not done correctly the first time – Proactively minimising the amount of comebacks
• General Attitude – to be positive and a team player

4.Operational:

• Product knowledge – Ensuring all noted processes are followed correctly
• Costing – Ensuring costing is updated and correct at all times
• Application of Processes – Ensuring all noted processes are followed correctly
• Situational Awareness – Ensuring that all possible problems are escalated to the team leader