Claims Administrator at Old Mutual Plc

Job Description

This role is individually accountable for providing effective and efficient response to administrative requirements in accordance with SLA parameters in a processing environment in order to maximize productivity and customer satisfaction.

• Deliver on daily task and adheres to service and quality standards.
• Provides both direct and indirect service to customers and intermediaries.
• Ensure timely capturing/loading of data into operations software
• Proficiency in the usage of Microsoft office for report generation and interpretation
• Respond to immediate requirement in line with standard operating procedures
• Ensure daily operational Customer Service efficiency/delivery.
• Responsible for the daily work flow and volumes within the turnaround time
• Maintains and enhances service/work standards to delivers quality work within a given process

Key Result Areas
Operational Delivery:

• Respond to immediate administrative requirements within time frame
• Follows standardized processes and provides administrative support in line with business demands.
• Delivers on daily task promptly.
• Uses standard administrative techniques to coordinate own work.

Personal Effectiveness:

• Accountable for service delivery through own efforts.
• Individually accountable for managing own time, tasks and output quality.
• Makes increased contributions/effort in broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

Quality Assurance:

• Performs quality checks on own work.
• Adheres to service and quality standards.
• Delivers, maintains and enhances work standards and quality within the given process.
• Ensures daily processing complies with all appropriate product and legislative rules and requirements.
• Maintains and update procedural documentation.
• Ensures quality of Service delivery to customers conforms to agreed service level standards.
• Ensure customers are well informed about issues affecting their claim.

Relationship Building:

• Establishes and maintains relationships with internal stakeholders.
• Builds and manages internal/external relationships.
• Manage internal/external Customer Complaints.