Care Manager, Call Centre - First Assurance at Absa Bank Limited

Job Summary

To guide customers with their questions and addresses issues regarding products or services at the 24-hour contact centre, which includes but not limited to:

Job Description

• Immediate management of inbound and outbound calls in line with contact centre call guidelines/etiquette and provide solutions to customers in a professional way within the stipulated TATs.
• Critically analyze requests and issue approvals for both OP and IP cases.
• Escalate All complaints/feedback triggered via calls to respective departments or to the line manager for further action.
• Advise and guide prospective customers’ inquiries about FA medical products and services.
• Respond to the insured customers about benefits inquiries.
• Guide the insured Members about their benefits management, advise about the appropriate service providers and other related member benefit matters.
• Negotiate costs with service providers for sustainable costs containment.
• Preform outbound calls and follow ups about the post hospitalized members.
• Handle any other official tasks assigned by the line manager.

Education Qualifications & Experience

• Bachelor’s degree or Diploma in nursing or clinical Medicine and Surgery
• Insurance Professional qualification
• Minimum of 1 - 2 years’ experience in a similar role in the insurance industry.