Document and Data Operations Associate at Britam

Job description

Job Purpose

Responsible in delivering an exceptional customer experience at the Britam branch level and putting the needs of every customer at the heart of every decision making process.

Key Responsibilities

• Implement the customer experience strategy in the respective business divisions;
• Investigate and respond to all internal and external customer enquiries promptly;
• Process all approved underwriting polices and claims within the provided SLA’s;
• Escalate complex queries to the appropriate functional area;
• Maintain regular internal (to staff) and external (to customers) communication on Customer Service matters;
• Investigate and respond to all customer enquiries promptly;
• Carry out customer and product related document processing;
• Respond to customer queries in a professional manner;
• Make customers’ experiences better by ensuring customer satisfaction; and
• Ensure high standards of Customer Service are maintained in all at the branch level.

Requirement

• Diploma in a business related field
• At least 2- 4 years’ experience in a similar position

Essential Competencies

• Learning and Researching: Rapidly learns new tasks and commits information to memory quickly; demonstrates an immediate understanding of newly presented information; gathers comprehensive information to support decision making at management level; learns from successes and failures and seeks colleague and customer feedback.
• Working with People: Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
• Applying Expertise and Technology: Applies specialist and technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organisational departments and functions.
• Delivering Results and Meeting Customer Expectations: Focuses on customer needs and satisfaction; exhibits high standards for quality and quantity; monitors and maintains own quality and productivity; works in a systematic, methodical and orderly way; consistently achieves projects goals.
• Following Instructions and Procedures: Follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates commitment to the organisation; complies with legal obligations and safety requirements of the role.
• Adhering to Principles and Values: Upholds ethics and values; demonstrates integrity; accepts diversity; display individual responsibility towards the community and the environment; models the organisational values during every day interactions.