Tower Insurance Vanuatu
Location:
Port Vila
Due Date:
10-07-2020
Type:
Full time
Organisation Description:
Tower Insurance Vanuatu provides general insurance solutions for both domestic and commercial customers
Job Desctiption:
What you'll do day to day
Attend to all customer enquiries by accurately identifying the nature of the enquiry and responding in a timely and professional manner in line with policy wordings
Ensure the accurate input, update or alteration of customer records when required, and that all interactions are clearly and professionally noted on customer files using TOWER's in-house systems
All correspondence to customers comply with company standards
Actively manage the customer experience from first point of contact through to satisfactory completion by ensuring customer is kept informed and expectations are set clearly
Resolve customer complaints by attending to issues raised effectively and speedily and adhering to Company escalation procedures
Ensure company integrity is maintained and risk exposure minimised by adhering to Company underwriting procedures for all new business or policy replacements
Proactively work within the company service standards and individual performance levels set for you to ensure your performance is acceptable within these frameworks
Remain up to date with legislative requirements by keeping familiar with Government Acts and any other legislation affecting our business
Ensure optimum retention of customers by attending to their needs promptly
Ensure continuous improvement occurs in all areas by identifying and notifying opportunities to provide better customer service, speed and responsiveness.
Proactively seek and identify opportunities for cross sell or upsell of products and refer to sales for closure
To support the Country Manager on Alliance, Broker and Agency relationships to generate premium growth, and to respond to Partners' requests promptly and professionally, and transacting business within agreed service levels at all times.
Responsible for the day to day processing of banking, proposal forms, endorsements, cancellations, and other requests received from business partners, and credit control management, and monthly bordereau processing.
Perform any additional task as or when requested by your manager
To liaise with customers to promptly resolve their claim in accordance with the wording and company's policies and procedures and respond to their requests through the prompt attention to their individual needs. Liaison with the customer regarding their claims may occur via the phone, the mail or in person. Professionalism is necessary in all these avenues of customer contact.
In understanding the products offered by TOWER and the needs of the customer, the position holder is also required to identify other opportunities where the relationship with the customer can be further enhanced by seeking cross selling opportunities. Growth of the customer base whilst retaining existing customers is also a requirement of the role.
Authority exists within the role to make appropriate and timely decisions necessary to ensure standards are met and responsibilities are acted upon, within set authority limits.
Attend to customer claims inquiries as they occur (via the phone, mail and over the counter) by accurately identifying the nature of the enquiry and responding in a timely and professional manner.
Attend to daily mail by reviewing and prioritising tasks in accordance with personal responsibilities and capabilities and undertaking appropriate action.
Ensure all company preferred suppliers adhere to the company's service standards, and to ensure that company preferred suppliers are utilised at all times (unless for specific reasons this is not practical)
Ensure all new claims lodged are loaded against the appropriate policy and are accurately estimated and where required, are referred to Pac Ops claims team
Ensure the escalation of difficult claims or customers to the Country Manager.
Ensure Company integrity is maintained and risk exposure minimised by adhering to Company claims policy.
Ensure regular feedback to customers on the progress of all claims
Ensure the appropriate assessor and/or investigator has been appointed where required
Ensure timely settlement following receipt of all relevant information including final assessor / investigator report.
Manage the claims process for every claim lodged in line with policy wordings and arrange payment as necessary.
Perform any additional claims tasks as or when requested by your manager
Your key measures of success
Speed and efficiency of customer interactions
Customer care and conversation quality
Process improvements
Adherence to Company business practices
Efficient processing of all transactions
Customer retention
Voice of the customer results
Policy growth
Selection Criteria:
Necessary:
Keyboard skill and computer literacy
Insurance and/or financial services experience
Previous experience in customer sales &service and service delivery roles
Excellent interpersonal techniques
Proven written and verbal communication skills with strong attention to detail
Sound problem solving and analytical capabilities
Self-motivated with time management and organisational abilities
Customer focused with a quality orientation
Team player
Shows integrity and sound judgment
Desired:
Previous demonstrated experience in sales & service delivery roles
Sound administrative skills and attention to detail
Insurance practice and process knowledge desirable
Previous claims processing experience desirable
Product knowledge in the Fire and General Insurance area
Salary:
How to Apply
Apply by:
Contact Person:
Contact Phone:
Email to send applications to:
contactus@towerinsurance.com.vu
Postal Address or location to apply in person:
Website:
www.towerinsurance.com.vu
How to apply - more information:
Resumes only accepted via email - contactus@towerinsurance.com.vu
For further information on the above job please contact the employer directly.
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