Case Manager - FAK at Absa Bank Limited

Job Summary

To guide customers with their questions and addresses issues regarding products or services at the 24-hour contact centre, which includes but not limited to:

Job Description

• Immediate management of inbound and outbound calls in line with contact centre call guidelines/etiquette and provide solutions to customers in a professional way within the stipulated TATs.
• Escalate All complaints/feedback triggered via calls to respective departments or to the line manager for further action.
• Promote the FAK medical products by offering guidance to the  prospective customers. 
• Respond to the insured customers about benefits inquiries.
• Guide the insured Members about their benefits management, advise about the appropriate service providers and other related member benefit matters. 
• Negotiate costs with service providers for sustainable costs containment.
• Carry out outbound calls and follow ups for the post hospitalized members.
• Handle any other tasks as assigned by the line manager

Qualifications and Experience

• A bachelor’s degree or diploma in nursing or clinical Medicine and Surgery
• Minimum of 1- 2 years’ experience in a similar role.