The Claims Assistant will be responsible for delivering PLAK’s promise to customers by processing benefits with humanity and empathy. The jobholder will apply their communication skills, accumulated industry experience and specific product knowledge to assess and guide customers through the payment of their policy benefits. He/She will be an ardent team player, and will be instrumental in shaping the customer journey, retention and delight.

Principal Accountabilities

• To provide efficient handling of monthly Individual Life and Group Life claims within 2 working days of receipt of claim documentation.
• To settle at least 95% of all claims in the month they are due.
• To prepare and maintain accurate data records and claims register for Group Life claims in order to ensure accurate and timely submission of required data.
• Propose any changes to the claims process to address risks identified and improve processes.
• To contact policyholders on daily, weekly and monthly basis to ensure outstanding claims are maintained at a minimum.
• To adhere to all policies and procedures related to processing of claims.
• To maintain accuracy, productivity goals and observe regulatory requirements in relation to claims processing and settlement.
• Maintain excellent communication skills, with the ability to work well with others.

Key Skills and Competencies

• Demonstrated ease in exercising initiative, good judgment, good problem solving, and decision making.
• Written, verbal, interpersonal & communication skills and capacity to build and maintain good long-term relationships with stakeholders and partners.
• Excellent customer service and organizational skills.
• Ability to analyze information with a keen eye to detail and report with utmost accuracy and attention.
• Must possess a strong service orientation and be able to maintain professional composure when dealing with confrontation or complaints.
• Above board levels of honesty, integrity and confidentiality.

Qualifications:

• Bachelor of Commerce, Business Administration, Economics, or other relevant degree from a recognized university.
• Experience in the Operations function in the Insurance is an added advantage.
• Computer literacy: MS Office Applications