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Purpose of role:

Ensuring and providing a professional and excellent quality of service to consultants, employers and members; as well as consulting advice/ factual information to clients telephonically, electronically and face to face. Customer service should always be of the highest standard to ensure that the clients have positive encounters with us and thus ensuring that the client is retained. The company’s standards must be maintained at all times.

Requirements

Education and Experience:

• Matric
• FAIS accredited (120)
• RE5 
• At least 1 year experience in the Healthcare Industry
• Healthcare Industry Knowledge

Knowledge and skills:

• 1-2 years’ experience in a healthcare brokerage or medical scheme
• Healthcare industry, product and legislative knowledge

Professional Membership or Registration

• CMS - Advantageous 
• FSCA

Business understanding:

• Understanding of the operational requirements aligned to a call centre environment
• Client service orientation and ability to interact with clients

Competencies

Leadership Competencies:

• Responsible & accountable
• Problem solver and pro-active
• Purposeful collaboration

Operational Competencies:

Client Management

• High customer service Orientation
• Ability to communicate effectively with colleagues, management and clients

Service Exellence

• Attention to detail/Accuracy
• Service quality orientation
• Call Centre SLA management and delivery
• Operational excellence
• Problem Solver
• Collaboration culture
• Effective Communication
• Ability to work with both people and complex data
• Ability to work independently and to be definite team player, when required
• Proactive/takes initiative
• Responsibility and accountability for own

Functional Competencies:

• Ability to work under pressure, prioritise and have time management skills.
• Collaboration across the AF Group
• Ensure good self-management skills (adherence to deadlines, planning, prioritizing, ability to work under pressure and time management)
• Client relationship skills – ability to interact with management as well as members;
• Communication Skills
• Deadline driven
• Microsoft Office competency