15 jobs found in dainfern

Introduction The Junior Research Analyst contributes to the organisational goals by being responsible for data analysis and research initiatives required by business as well as the generalisation and reporting of insights which would meet the business objectives of the research. Specification Data management so as to ensure the data integrity of surveys managed in-house. Ensure that the rest of the team and business are properly equipped with knowledge on how to work with the CFM supplier platform as well as raw data. Respond to research requests from business and understand the objectives behind the request to recommend the required research action based on business needs as required. Responsible for data analysis and report writing of research findings to business, in the case of internal research. Where applicable act as the liaison between the Research CFM supplier and business to provide information and answer questions from either party throughout the projects life cycle. Assist in ad-hoc research projects across business; when required assist in designing research questionnaires, liaise internally with relevant stakeholder to gather the data required and collate the results of the research. Collating the final research to ensure that the results answer the research objectives and submit to business in the form of a final presentation. Keep business informed on the progress of the research request/project and to deal with any arising issues. Deliver on Treating Customers Fairly principles in alignment with regulatory requirements. Requirements Essential Experience 1 - 2 years market research Exposure to Project Management of Research Projects Desirable: Experience at a Research House Essential Skills: Basic report writing Good communication skills Competent in MS Word and Power Point Organising and Planning Relationship Management Analytical thinking Basic project management skills Desirable: Sampling Techniques Questionnaire Design Experience working in QlikView Essential knowledge of Strong data analysis skills Advanced Excel skills Customer research principles Research methodologies Essential Education Grade 12 (Standard 10) with University Entrance (NQF4) Desirable: Relevant degree (BCom, BSc, BA)

Introduction The Customer Service Consultant contributes to the organisational goals and the customer's experience by identifying the customer's main concerns through customer feedback, and ensures effective and efficient capturing of information. Specification Operational / Technical / Financial Conduct Telephonic interviews with Customers. Use data received from business to conduct interviews wisely and do 1st attempt and 2nd attempt on all data unless otherwise specified e.g boosters. Exclude policies which needs to be excluded and make clear notes on raw data for next person to catch up. Capture all customer feedback in first person in order for business to gain a holistic view of the customers' experience / journey. Ensure data integrity. Assisting and identifying any area customers may be unhappy with after the customers' experience / journey. This information is then captured on NFS. To improve customer's journey by guiding through the root causes of customer complaints by making recommendations or provide relevant feedback to the stakeholders involved. To keep management informed through regular reporting. Personal Competence Accountability for development. Training intervention attendance. Taking career development and performance management seriously (look for ways to improve competence/results for yourself. Setting of own goals and working towards them. Continuous and constant improvement for yourself and the team. Ensure Targets are achieved. Customer and Relationship To effectively build, maintain and enhance relationships with internal and external stakeholders. To establish rapport with clients by respecting individuality of client, and dealing with complaints in a fair and reasonable manner by complying with service level agreements and quality standards Requirements Technical Systems (AS400 (especially financials), Nice, Windows, etc.) Product knowledge Claims Processes - Desirable Dispute resolutions processes Insurance industry (essential) Insurance legislation knowledge Education •Grade 12 (Standard 10)

Introduction The HR Business partner contributes to the organisational goals by providing strategic input, leading and managing the end-to-end People/ HR agenda within a business area; ensuring the business objectives are achieved through the utilisation and development of programmes, tools, policies & frameworks developed in the Centres of Expertise and the monitoring (through SLAs, HR Metrics and PVA) and supporting HR services delivered via the Shared Services delivery team. Specification Integrate HR into business through building relationships and partnerships with business to achieve commercial business objectives and strategy. Contributing to Strategic Human Resources Planning to take ownership and managing the Human Capital resources for the business area including planning and forecasting on an annual basis, by analysing current and historical data, assessing and interpreting trends, making recommendations and developing interventions. Monitoring, analysing and reporting on key Human Capital Enablers such as HR Management, Reporting and Analytics; Governance, SLAs and HR Metrics to optimise the Human Capital of the organisation. Supporting and developing Organisational Capability and Change (Human Capital Planning) by facilitating organisational change initiatives for the business area. Working with the OD team in leading the diagnostic, action planning and monitoring for business areas, working with Business Area leadership team and linking into the HR Leadership team when necessary. Working with the business area to identify and build talent, develop and retain staff, contributing to Performance Talent Reviews, conducting effective calibration sessions and ensure a joined up approach with the OD Team (Functional Talent & Organisational Effectiveness). Identifying any workforce specific requirements and work with the Reward team to obtain expertise and advice in development and implementation of Reward & Recognition Programmes in association with business, by being fully aware of all applicable Reward and Recognition programmes, principles, practices and accountabilities and how these are utilised in market to achieve business results. Oversee (and conduct where appropriate in conjunction with the line manager) in market interviews and investigations on Employee Relations issues, complaints, and grievances and wellness interventions, connecting with HR Service Delivery to ensure proper case management and record keeping. Deliver the Telesure Service Way through personal effort. Requirements Essential: A recognised 3 year degree / diploma in HR Management or Industrial Psychology Grade 12 (Standard 10) with University Entrance (NQF4) Desirable: Post Graduate degree HR Management or Industrial Psychology or any other relevant qualification Essential: At least 4-5 years' experience in the following: Strategic Human Resources Management HR Organisation Capability management Change Management Talent Management (Recruitment, Development and Retention) Performance & Reward Human Capital Planning ER, IR and Wellness Desirable: Experience in Project Management and HRMS (i-manage - Oracle, SAP, VIP etc)

Introduction The Client Liaison Consultant contributes to the organisational goals and the customer's experience by identifying the customer's main concerns through conducting customer feedback survey's telephonically and recording the feedback according to the standard operating procedure. Specification Applying in depth interview techniques and principles as required obtaining root causes by applying the necessary product, claims, sales knowledge and in accordance with the financial industry regulations (FAIS). Capture responses accurately in first person on the survey platform and other platforms required. To improve customer's journey by guiding through the root causes of customer complaints by making recommendations or provide relevant feedback to the stakeholders involved. To provide the information and relevant feedback to management on consistent issues and / or trends to ensure continuous improvement within the relevant business area. To keep management informed through regular reporting. Requirements Experience 2 to 5 years call centre/customer service environment 1 to 3 years in the Short Term Insurance industry working in a claims environment Education Relevant FAIS Accreditation Grade 12 (Standard 10)

Introduction The Team Lead (Learning and Development) contributes to the organisational goals by managing the delivery and quality assurance of training through the effective leadership, planning, organising, controlling and support of all delivery team resources in order to achieve the strategic intent of the Learning Academy and Business stakeholders to unleash human potential. Specification To develop plans and prioritise activities and resources to support Businesses' demand for training and the achievement of defined TLA operational, tactical and strategic objectives. To ensure the effective and efficient resource allocation (e.g. facilitators, service coordinators, learning materials, rooms, technology, facilities etc) against the Workplace Skills Plan. To conduct regular, collaborative coaching discussions with facilitators and service coordinators, focusing on performance development areas and employee strengths. To understand and be able to apply relevant content about the business units and business partnering needs and knowledge in leading and managing people. To identify and solve problems, make decisions and implement solutions to support the overall Delivery Team's performance and achievement of objectives e.g. escalate IT issues, provide feedback to the BP for Learning Design and Development. To monitor, manage and provide feedback on TLA and Learner key performance areas, quality and resources according to the operational, tactical and strategic plans. To ensure the accurate and timeous collection, analysis, reporting and availability of relevant training delivery data to measure training effectiveness as and when required. To conduct monthly and quarterly, collaborative pipeline discussions with facilitators and service coordinators on planned versus actual performance against individual and departmental strategic objectives and jointly define development plans. To take accountability for personal mastery to achieve and exceed agreed personal and team goals and targets so that the overall Telesure Learning Academy people capability objectives are met. Deliver the Telesure Service Way through personal effort and through others. Support the Treating Customers Fairly principles by providing direction and monitoring the delivery of the TCF behaviours and outcomes Requirements Grade 12 (Standard 10) with University Entrance (NQF4) Management Diploma / Degree / Equivalent OD ETDP Practitioner Desirable: SDF Qualification / Diploma Extensive short or long term insurance experience (min 3 years industry experience) Previous experience in Learning & Development Previous experience in Leadership / Management Proven performance track record in previous position

Introduction The Co-Ordinator contributes to the organisational goals by providing efficient, quality driven administrative support and coordination of learning activities that supports the Delivery Teams in carrying out their day to day functions. Specification Co-ordinate and plan internal and external training interventions end-to-end to ensure the provision of high quality learner experiences and training interventions. Prepare and schedule all resources, e.g. learner manuals, rooms, equipment etc. and ensure they are fit for training purposes. Responsible for all pre- and post- course arrangements e.g. parking arrangements, graduation events etc. Ensure all resources are fully functional and all incidents and issue are resolved at all times, working pro-actively and using innovation. Update and maintain all administration data in order to provide accurate and reliable management information timeously e.g. identifying and addressing recurring IT problems. Liaise with the relevant role-players e.g. HR, Office Management, TTS to ensure that all required learner information is available in advance of training provision. Support all stakeholders through the provision of a high quality helpdesk, recording and resolving all enquiries and matters raised. Responsible for the overall provision of accurate, reliable, valid and timeous data at all times using innovative thinking. Deliver the Telesure Service Way through personal effort and through others. Deliver on Treating Customers Fairly principles in alignment with regulatory requirements Requirements Essential: Grade 12 (Standard 10) with University Entrance (NQF4) Desirable: A relevant qualification e.g. administrative / secretarial / project co-ordinator Essential: At least one years' previous experience in an administrative / coordination role (PA, Administrator, Secretary etc.) Proven organisational and administrative support skills Desirable: •Background or experience in a L & D environment

Introduction The Team Assistant contributes to the organisational goals by effectively and efficiently supporting their specific department with all operational requirements. Specification Departmental support for Senior Managers, Heads, and that specific department's employees including Managers, Team Leads and operational staff. Management of the Senior Managers & Head diary. Preparation for all meetings for the department including agenda's, bookings, minute taking and distribution for these meetings and setups. Key contact person between the departmental employees and other area's stakeholders. Responsible for travel arrangements for the Senior Manager/ Head and departmental staff and the efficient delivery thereof. Preparation of presentations, reports, letters and interdepartmental correspondence and communication as per the Senior Managers/Head/Manager's requests. Ad hoc requirements as per the Senior Manager/ Head, Manager's and other Team Lead's requests. Key contact person between the departmental employees, interdepartmental employees and the Senior Managers/ Head Management of all external partner relations and invoices, and reconciliation thereof for department and insuring effective service delivery. Responsible for all departmental functions and planning thereof, which includes the management of all stakeholders involved with the activities relating to these functions. Management of the budgets for all functions and department initiatives. Responsible for the operational environment and the management off all activities relating to the effective running of the floor planning, equipment and maintenance of a fully functional and equipped department. Accountable for the management and overseeing of all administration and administrative requirements relating to the department. Management of on boarding process for new staff members including, training setup for internal department needs, including brand training and people programme management, new staff equipment and seating management, email group and signature management and all other related requirements. Key contact for organogram alignment with all other systems including ESS, NFS, WFM, Legal etc. Responsible for all My Market orders. Deliver the Telesure Service Way through personal effort and through others Deliver on Treating Customers Fairly principles in alignment with regulatory requirements Deliver and live the Telesure values and lead by these values. Deliver on Treating Customers Fairly principles in alignment with regulatory requirements. Requirements 1.EXPERIENCE REQUIRED Essential experience for the role includes: 2-3 years' experience as a Personal Assistant/Secretary/Office Manager 2.QUALIFICATIONS REQUIRED Essential qualifications for the role includes: Grade 12 (Standard 10) with University Entrance (NQF4) Secretarial Diploma/Course

Introduction The Commercial Claims Consultant contributes to the organisational goals by capturing, validating and administering claims to ensure efficient and accurate claims processing and costing, while delivering excellent service to the customer Specification Ensure capturing of detailed, accurate information Ensure correct information is obtained from the customer - by asking the appropriate questions and listening - to make correct decisions Use appropriate tools (MyMarket, supplier contact and / or negotiation) to accurately cost the claim, and make informed and appropriate decision which is correct for the business and reasonable for the customer Remain up to date (have good general knowledge of) with insurable goods, and knowing where to find appropriate information Ensure claims are finalised with set parameters (turnaround time, terms and conditions applied accurately) Ensure regular feedback to customers and other stakeholders, as determined by the company and/ or customer requirements Building and maintaining relationships, and liaising with, key stakeholders (e.g. Assessing, In-Touch, Legal, suppliers etc) to meet job objectives Taking accountability for full resolution of claims processes (incl. the communication of the outcome of the claim), to deliver a quality service to, and retain, customers Take accountability for the resolution of customer complaints, with a view to customer retention Be innovative and use judgement to solve unique or unusual customer situations outside set parameters, with a view to customer retention. Deliver the Telesure Service Way through personal effort and through others. Deliver on Treating Customers Fairly principles in alignment with regulatory requirements Requirements Essential: Grade 12 (Standard 10) RE and FAIS Accreditation 2 to 5 years experience in Commercial Claims

Introduction The Claims Service Consultant contributes to the organisational goals by processing already captured claims efficiently and accurately through drawing on the relevant criteria to ensure standardisation across the organisation to enable decision making on a claim. Specification Use appropriate tools (ITC, supplier contract and/or negotiation) to accurately cost applicable claims on a day to day basis. Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims. Remain up to date current and new product knowledge to enable effective decision making. Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately). Ensure regular feedback to services department and other stakeholders, as determined by the company and/or customer requirements to ensure customer receives appropriate feedback from the services department. Deliver the Telesure Service Way through personal effort and through others Deliver on Treating Customers Fairly principles in alignment with regulatory requirements. Requirements Essential: Grade 12 (Standard 10) RE and Relevant FAIS Qualification 2 to 3 years Claims Experience At least 2-3 years' experience in a Customer Service environment Desirable: Grade 12 (Standard 10) with University Entrance (NQF4) Degree/Diploma related to Financial Industry Claims Experience Call Centre Experience •1 to 3 years Claims experience

Introduction The Retentions Consultant contributes to the organisational goals by conserving policies for the business across all channels and brands through the execution of specific retention strategies and approaches. In contribution to the value added product and the Telesure strategy, the role will strategically grow the volume of Customers on Risk (COR) therefore improving overall profitability. Specification Job Objectives/Outputs Accurately identify the origin and reason for policy cancellations (or cancelled policies) relative to the various channels and brands (broker or customers) Effectively determine the cause for the policy cancellation (or potential policy cancellation) by selecting the most appropriate approach of responding to the customer or broker Apply different discounting strategies relative to customer profitability as determined by business analytics and tools Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity Update key customer information across all relative systems as required Adhere to all required risk and compliance requirements as stipulated for the role; adhere to all business rules, business processes and system access and management regulations on an on-going basis Adherence to agreed house rules for the team and environment aligned to key performance and quality standards at all times Effective retention of customers for the business across all channels and brands measured by agreed persistency ratios Deliver the Telesure Service Way through personal effort and through others Deliver on TCF principles in alignment with regulatory requirements Requirements Essential: Grade 12 (Standard 10) with University Entrance (NQF4) RE/ FAIS qualification At least 1-2 years experience customer services call centre in a Financial Services / VAP environment Desirable: 1-2 years experience in a retentions environment Customer experience framework, methodologies and philosophy (including personal experience) Emotional maturity General business acumen Value added product (VAPS) operations Product retention Short term insurance •Computer Literate

Introduction The Sales Consultant: contributes to the organisational goals by achieving sales through effective contact management whilst maintaining high quality standards and ensuring long term relationships with customers. Specification Effectively manage contacts from start to finish with customers, regardless of the data distribution channel. Contribute to the achievement of organisational objectives through understanding and delivering the required individual targets (e.g. achieving talk time targets, sales targets etc.). Deliver efficient customer service levels through effective call management. Achieve operational requirements and service delivery through effective time and attendance management. Connect, develop rapport, form relationships and ensure positive customer experiences at all times. Understand the customers' unique profile, identifying a relevant course of action based on customer needs and undertake an appropriate course of action ensuring customer satisfaction. Responsible for individual actions and the delivery of high quality standards. Deliver the Telesure Service Way through personal effort and through others. Deliver on Treating Customers Fairly principles in alignment with regulatory requirements Requirements Level of Education: Essential: Grade 12 (Standard 10) or equivalent Desirable: The appropriate FAIS accreditation (RE1 or RE5) Experience: Desirable: At least 1- 2 years sales experience, preferably in the short term insurance Knowledge of: Essential: Knowledge of a sales environment in a call centre environment Desirable: Banking, Short term or Long Term Insurance industry (depending on the post) Knowledge or warranty sales experience Skills: Computer literacy Good communication skills (verbal and written) Interpersonal skills

Introduction The Recoveries Insured Consultant contributes to the organisational goals by recovering damages from insured third parties following losses suffered by our customers and in doing so influences the reduction of claims costs and assists in the retention of customers. Specification Job Objectives/Outputs Review the customer claim in accordance with standard operating procedures to ensure an suitable recovery in the shortest time possible. Investigate and substantiate the merits and quantum of the claim and prepare an appropriate letter of demand to the third party insurers/representatives in accordance with the standard operating procedure. Update claim(s) accordingly with relevant information on the operating system and in accordance with the standard operating procedure. Successfully negotiate the appropriate settlement with third party insurers/representatives in accordance with relevant case law and standard operating procedures. Effectively manage payments from third party insurers/representatives. Ensure that upon successful recovery that customer excesses are refunded timeously and in accordance with standard operating procedures. Understand and manage SLA timeframes with the third party insurers/ representatives and act timeously to resolve problems. Determine and decide on the feasibility of the on-going recovery process, after assessment of various factors, in order to reduce all costs related to the recovery. Update, inform and notify the customers of the status of the recovery in accordance with standard operating procedures. Ensure up-to-date knowledge of company products, systems and procedures Set a personal example of competence and excellence by delivering work to the highest standards on a regular basis. Deliver the Telesure Service Way through personal effort and through others. Deliver on TCF principles in alignment with regulatory requirements Essential Competency Requirements CORE COMPETENCIESSUB COMPETENCIES (Telesure Competencies) DESCRIPTION AnalysingInformation Processing / Analysing / Problem SolvingAnalyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; Probes for further information or greater understanding of a problem; Makes rational judgements from the available information and analysis; Demonstrates an understanding of how one issue may be a part of a much larger system Planning and OrganisingPlanning & Organising Sets clearly defined objectives; Plans activities and projects well in advance and takes account of possible changing circumstances; Manages time effectively; Identifies and organises resources needed to accomplish tasks; Monitors performance against deadlines and milestones Delivering Results and Meeting Customer Expectations Customer Orientation / Telesure Service Way Focussing on customer needs and satisfaction as per the Telesure Service Way Results Focus / Driving for Results Sets high standards for quality and quantity; Monitors and maintains quality and productivity; Consistently achieves project goals; Works in a systematic, methodical and orderly way Following Instructions and ProceduresFollowing Instructions & Procedures Appropriately follows instructions from others without unnecessarily challenging authority; Follows procedures and policies; Keeps to schedules; Arrives punctually for work and meetings; Complies with legal obligations and safety requirements of the role (FAIS etc.) Writing and Reporting Writes convincingly; Writes clearly, succinctly and correctly; Avoids the unnecessary use of jargon or complicated language; Writes in a well-structured and logical way; Structures information to meet the needs and understanding of the intended audience Persuading and Influencing Persuading, Influencing & Negotiation Gains clear agreement and commitment from others by persuading, convincing and negotiating; Makes effective use of political processes to influence and persuade others; Promote ideas on behalf of oneself or others; Makes a strong personal impact on others; Takes care to manage one's impression on others; Effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties and builds collective support or agreement. Requirements Knowledge and Experience Requirements Level of Education: Essential: Grade 12 (Standard 10) Desirable: A relevant 3 year Business related degree / diploma in a legal field. Experience: Essential: 1 - 3 years legal experience within a short-term insurance industry Previous recoveries and/or Liabilities experience Experience in dealing with motor collision claims Desirable: Previous debt collection/credit control experience Knowledge of: Motor collision law Quantum Insurance industry knowledge Recovery/Liabilities claims procedures Legal processes Skills: Negotiation skills Investigation skills Excellent administrative and organisational skills Conflict management Computer literacy Writing and presentation skills Telephone etiquette Numeracy skills Attention to detail •Problem solving •Customer orientation

Introduction The BI Administrator contributes to the organisational goals by capturing, validating and administering claims to ensure efficient and accurate claims processing and costing, while delivering excellent service to the customer Specification Requires to run various QV reports and to monitor data. This includes admin that is used for the department on an hourly basis in terms of MOC's and notifies especially. The information is sent to the team and finalisation monitored. The AS400 has system errors which appear on the bench as error claims like AJ, HH, RT and PP - these need to be removed and the successful applicant will use a specific tool to do this. The system also has rejected status claims appearing on the bench with no TTD's outstanding - this also needs to be removed Assist the team with Natis, Unicode, ITC difficulties, reset of passwords and logging new agents and access rights to each one. All service level monitoring on CMS is also done. Staff in AUX and unscheduled times are checked and information provided to management. Training scheduling gets done in accordance with current gearing, absenteeism and operational requirements - this is planned and executed Leave planning is done in accordance with operational requirements, with leave captured audits being done Aux and late coming reports are done weekly and shared with management for further address Pipeline data is collected monthly and due to QV not correctly pulling through team data this is a manual process. Loading of NFS compliments based on CES scores are done weekly Even though latitudes are a PA function, this is also arranged by Kim and record keeping done Logging of all TTS errors like the display boards and AS400 plus other system issues are managed Cost management - BI has their own expense system for purchases of tools etc. This is managed by Kim to ensure that no irregular expenses are charged to our cost centre. These are queried and fixes monitored. BI asset register is kept updated and changes submitted to finance for depreciation costs to be deducted to maintain cost savings All my market orders are managed Audits are also conducted on requested areas of concern like rejection letters, payments not made, TTD's outstanding, notifies not done Champion of the grey matter forum for both BI and PL The BI rep register is an important function and needs to be updated and maintained on a monthly basis with arrangements being made for further credits etc. The FAIS requirements in terms of supervision docs etc. are managed - this is a crucial role to ensure our compliance On boarding of new uses - from interview process right through to the bum in seat (tools, seating, documents etc.). Maintenance of the organogram - BI reports to different executive heads in the we are part of STi and BI. Therefore regular communication like organigrams, meetings etc. has to be co-ordinated between relevant stakeholders. This is crucial in terms of understanding who reports to which TM, rep register management - removing of reps from relevant registers and ensuring that newbies are added. Requirements Essential: Grade 12 (Standard 10) FAIS Accreditation 1-3 years Financial / insurance / call-centre experience Claims experience is desirable

Introduction The Service Coach contributes to the organisational goals by providing coaching, guidance, feedback, recommendation and follow up on identified coaching opportunities to call centre consultants and managers. The service coach focuses on an end to end basis on service complaints, customer feedback, surveys, SQA, product change/new product alignment training and other best in class call centre techniques in order to support an excellent customer experience. Specification Identify coaching opportunities by considering the end to end customer experience failures. Presenting findings and recommendations on possible coaching opportunities to Management for approval in order to implement coaching initiatives. Ensure up to date knowledge of Auto and General Procedures and philosophies so that work meets operational and financial results against target. Align internal stakeholders (learning and Development) to ensure training stays relevant. Ensure that each call centre consultant are guided and coached in accordance with the measures, goals and objectives set for them. Provide feedback and reports to management and individuals in terms of performance improvement. Effective change management to call centre consultants in terms of communicating and procedural changes in applicable process', scripting, product knowledge etc. Ensure that consultants are aligned to the Auto and General people programme through the management of the onboarding process for call centre consultants. Requirements Level of Education: Essential: Grade 12 (Standard 10) Desirable: Diploma / degree / certificate in coaching or training 4 - 6 years Sales SQA, supervisor, trainer or coach within a customer service and call centre environment Short term insurance industry experience

Introduction The Auto and General Retentions Consultant contributes to the organisational goals by conserving policies for the business across all channels and brands through the execution of specific retention strategies and approaches. In contribution to the value added product and the Telesure strategy, the role will strategically grow the volume of Customers on Risk (COR) therefore improving overall profitability. Specification Job Objectives/Outputs Accurately identify the origin and reason for policy cancellations (or cancelled policies) relative to the various channels and brands (broker or customers) Effectively determine the cause for the policy cancellation (or potential policy cancellation) by selecting the most appropriate approach of responding to the customer or broker Apply different discounting strategies relative to customer profitability as determined by business analytics and tools Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity Update key customer information across all relative systems as required Adhere to all required risk and compliance requirements as stipulated for the role; adhere to all business rules, business processes and system access and management regulations on an on-going basis Adherence to agreed house rules for the team and environment aligned to key performance and quality standards at all times Effective retention of customers for the business across all channels and brands measured by agreed persistency ratios Deliver the Telesure Service Way through personal effort and through others Deliver on TCF principles in alignment with regulatory requirements Requirements Essential: Grade 12 (Standard 10) with University Entrance (NQF4) RE/ FAIS qualification At least 1-2 years experience customer services call centre in the Financial Service Desirable: 1-2 years experience in a retentions environment Customer experience framework, methodologies and philosophy (including personal experience) Emotional maturity General business acumen Value added product (VAPS) operations Product retention Short term insurance •Computer Literacy