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