REF20182 Claims Administrator | Europcar at Bruma, JHB

Job Title: Claims Administrator

Location: 16 Ernest Oppenheimer avenue, Bruma, Johannesburg

Company: Europcar 

Position Overview:
 
The purpose of the position is to ensure accurate investigating of claim-related queries, provision of feedback to stakeholders and processing of credit notes to support achievement of customer service and performance standards.

Duties:

  • Resolving complaints from internal and external sources including social media to ensure protection of brand reputation.
  • Receive, investigate, resolve, communicate and escalate feedback on all claim-related queries and credit requests.
  • Monitoring and managing multiple mailboxes to maintain service level agreements and quality management on all communications, queries within 24–72 hours.
  • Retrieve, thoroughly investigate and prepare query packs for management review.
  • Identifying patterns and trends with customer-related queries and implementing necessary corrective measures.
  • Compiling claim documentation, preparing credit and refund requests for clients.
  • Processing all credit notes in Impress (Claims, Salvages and Third Parties).
  • Daily, weekly and monthly reports, tracking the status of customer complaints (Claim Queries, Customer Specific and Credit Note Monthly Report)
  • Scanning and Indexing claim query packs to OnBase.
  • Review of claim query history and trends in Payment24.

Minimum Experience:
  • 2 years claims administrator and/or car rental experience
Minimum Qualification:
  • NQF level 4 (Matric or equivalent)

Preferred Qualification:
  • NQF level 5 relevent qualification

Minimum Requirements:
  • Computer literate with an intermediate level of comfort with Microsoft packages (Excel, Word and PowerPoint, Outlook.
Preferred Requirements:
  • Proficiency in in-house programs such as Impress, OnBase and Payment24 will be considered an advantage.

Competencies:
  • Excellent communication skills
  • Social competence
  • Strong administrative skills
  • Negotiation skills
  • The ability to explain and communicate company procedures in a calm, professional manner.
  • Scrupulous attention to detail to ensure queries are thoroughly investigated and resolved correctly and timeously.
  • Able to work under pressure.
  • Good time management.  
  • Self-regulation when dealing with customers, superiors, colleagues and other stakeholders.
  • Logic and sound judgment
  • Able to work independently within a team and provide timely feedback to management and clients.


Personal Attributes:
  • Committed
  • Professional
  • Resilient
  • Team player (Inclusion)
  • Emotional intelligence
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