•Prioritise daily activities to enable processing and maintenance of all claims
•Confirm claims reserves are consistently accurate
•Liaise with stakeholders to gather and ensure accuracy of information
•If required, inform other relevant departments within the claims environment claims (e.g. recoveries, salvages, large losses, etc)
•Deal with and ensure resolution of queries on an on-going basis – 1st line of escalation to prevent mundane escalations to Manager, Principal Officer, CEO and Regulator
•Continually update and maintain diary system
•Finalize claims on the relevant system correctly & promptly
•Review all open files on a regular basis by analysing reports
•Effective control and monitoring of leakage
•Ensure business standards and agreed SLA’s of all claims related matters are adhered to
•Review closed files and establish procedures and controls to minimize leakage

2. Effective Customer relationship Management

•Provide exceptional customer in line with TCF – brokers / agents / client / service providers / external parties / internal parties
•Liaise with internal stakeholders to facilitate policy and premium resolution and efficiency of work activities
•Communicate with stakeholders often to inform of progress of claims
•Manages the resolution of client queries quickly and accurately as possible by processing the request and complaints timeously
•Manage turnaround times and meet deadlines
•Provide assistance on escalated matters from the team to resolve clients queries timeously to achieve business requirements
•Recommend suggestions and implementations plans to management to assist in team problem solving and process improvements to achieve customer excellence
•Provide ongoing feedback to relevant stakeholders including management

3. Effective adherence to company claims policy, standards and Service Level Agreements

•Ensure adherence to all company policies at all times
•Complete relevant registers accurately and daily if applicable – Rejection / CVU /write-offs/recoveries/ motor assessors Loss Adjusters
•Ensure adherence to working hours

4. Management of average cost per claim and directing of spend

•Continuously monitor and manage the quality of the claims data completed through conducting sample auditing on an on-going basis
•Ensure effective and speedy enquiry/query resolution from Service Providers
•Ensure effective and speedy payment resolution
•Recommend improvements to reduce average cost per claim – data analysis of reports
•Monitor & Review the service of different vendors and repairers with specific regard to cost containment – via reports
•Ensure that Claims Technicians are compliant and adhering to business requirements and standards, set rates and guides as stipulated by service level contracts and agreements with relevant stakeholders, internally and externally.
•Ensure compliance with company Motor Technical and Property Guidelines policies,
•Ensure that all Claims Technicians provide relevant and correct information to clients/vendors to ensure that work is completed according to set standards and agreements. Ensure that the interests of the client and the company is considered in relation to claims management – fairness
•To direct and control spend with monthly reports to Manager (spread of spend per type of supplier)

Knowledge:

•Sound knowledge, experience and understanding of short-term insurance
•Sound knowledge of the motor industry
•Understanding Bryte philosophy and framework
•Basic insight into Group and Departmental strategies and business plans
•Clear understanding of Bryte compliance framework
•Sound knowledge of Bryte organizational structure
•In-depth knowledge and understanding of relevant company policies, processes and procedures
•Sound internal network
•Knowledge of relevant IT systems

Technical Skills:

•Computer skills
•Administrative skills
•Telephone skills
•Communication skills
•Problem solving skills
•Relationship Management

Other Requirements:

•Accuracy
•Attention to detail
•Concern for excellence
•Customer service orientation
•Negotiation
•Oral and written communication
•Planning and organizing
•Problem solving
•Self-awareness
•Teamwork
•Work standards