Executive Office Consultant

The Executive Office Consultant manages all stakeholder escalations and complaints with the highest level of excellence, exercising a large degree of individual discretion. Working independently but collaborative in nature and ensuring continuous improvement and process improvement

KEY OUTCOMES (not limited to) Level 4 and 5 process elements

Manage service and channels: Direct, Indirect and outbound. Sanlam Gap specific queries within a 2 hour turnaround time.

Manage all stakeholders with a focus on Sanlam Gap Broker consultants.

Manage operational queries with immediate action and expectations

Manage escalations and complaints

- Ensure the complaints and rejection data is analysed in order to identify and address any recurring or systematic problems and potential and operational risks by:

-- Analysing the causes of individual complaints so as to identify root causes common to the different types of complaints

-- Considering whether such root causes may also affect the processes or products, including those not directly complained of; and

-- Correcting, where reasonable to do so, such root causes

- Conduct monthly Trend analysis

- Ensure that proper feedback and trends analysis are documented and communicate to the relevant departments

- Reporting and maintenance of all relevant registers

- Manage Oncology Cuddle call program

- High touch claims report management

- Focus on the Customer journey and any improvements thereof

Requirements

SPECIAL REQUIREMENTS

PERSON DETAILS: WORK EXPERIENCE

REQUIRED

Executive queries and complaints resolution

Knowledge and experience in the Health Industry

PREFERRED

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY

REQUIRED

Matric

Computer literate

Knowledge of FAIS legislation

Regulatory Exams a qualified representative level

PREFERRED

3 Years’ experience within the Gap Cover industry

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

Customer focus

Time management

Excellent verbal and written communication skills

Interpersonal skills

PREFERRED

Product Knowledge