Retentions Consultant (6 Month Temporary Contract) Competitive

Duties & Responsibilities

Accountabilities :

• Client service delivery and quality
• Follow procedures and cooperate with peers and leader for best possible service delivery
• Compliance and Risk Management
• Defined legal, statutory and regulatory compliance is maintained at the required standards
• Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary
• Financial Management
• Contribute to cost savings within the department to assist with financial goals and targets
• Operating Model
• Engage with clients to ensure swift resolution of queries and provide required customer service
• Provide specific, factual and correct progress or feedback to all stakeholders
• Take ownership of all queries, pre-assessments, submission of claims and printing of membership cards
• Meet delivery objectives through working with other team members within and linked to the department / project
• Resolve operational performance variations and problems and escalate unresolved issues to higher levels
• Ensure delivery targets / objectives are met and operate in a supportive manner to achieve successful delivery
• Operational Implementation of Strategy
• Keep up to date with operational changes implemented in response to important external influences
• Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
• Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement.
• Operational Leadership
• Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
• Engage in development, coaching and mentoring
• Support transformation through valuing diversity
• Behave in alignment with the Afrocentric values
• Stakeholder Management
• Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
• Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in

Position Specific Outputs

Competency Requirements :

Knowledge

Skill

Desired Experience & Qualification

Experience :

1 - 2 years call centre experience, preferably in the medical industry

Qualifications :

Grade 12 (required), FAIS accreditation (NQF5) (Advantageous), Representative RE5 (Advantageous), and CMS registration (Advantageous).

Package & Remuneration

Competitive

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