Service Consultant: Welwitschia Insurance Brokers (Oshakati)

Purpose of the Role

Responsible for administration and client service of Personal and Commercial lines policies. 

What will make you successful in this role?

Manage the end-to-end claims process, including claim registration, documentation verification, submission to insurers, and claims administration
Provide professional support and guidance to clients throughout the claims journey, ensuring timely communication and regular progress updates
Liaise with insurers, assessors, service providers, and other stakeholders to facilitate efficient claim assessment and settlement
Monitor, investigate, and follow up on claims to ensure timely resolution, accurate record keeping, and compliance with service standards
Process claim settlements, recoveries, third-party claims, and ex gratia requests in accordance with company procedures and mandates
Handle client enquiries and complaints professionally, ensuring prompt resolution and a positive customer experience
Maintain accurate and comprehensive records on CRM systems, including claim notes, correspondence, and supporting documentation
Identify opportunities to improve claims processes, enhance operational efficiency, and contribute to continuous service excellence
Ensure compliance with company policies, regulatory requirements, and client service standards
Support the broader team and business operations through additional duties and responsibilities as required

Knowledge and Skills

Full proficiency in English (verbal and written); knowledge of an additional local Namibian language will be a competitive advantage
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
Strong interpersonal, communication, and relationship management skills
Ability to resolve client complaints, disputes, and conflicts professionally
Sound knowledge of insurance policy wordings, underwriting principles, and insurer systems
Proficient in CRM systems and policy administration processes
Strong analytical, planning, and organisational skills
High level of accuracy, attention to detail, and professionalism
Customer-focused with a commitment to delivering excellent service and achieving results
Ability to follow procedures, maintain compliance, and uphold organisational values
Strong cross-functional awareness and stakeholder collaboration skills
Ability to work effectively in diverse and multicultural environments
Assertive, proactive, and able to prioritise competing demands
Capable of working independently and performing effectively under pressure

Overview of Role Responsibilities (Level 1-13)

Operational Compliance- Level 4 - Process Expert
Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Document Management- Level 4 - Process Expert
Create a local document management system for an office or department.

Insurance Policy Administration- Level 4 - Process Expert
Initiate new policies and policy amendments and process the related premium collections, liaising with the customer and/or salesperson and/or agent to clarify incomplete and potentially inaccurate information and referring complex or sensitive unresolved issues to others.

Insurance Policy Information - Level 4 - Process Expert
Explain product status, features, and benefits, responding to customer questions to ensure understanding; refer complex, unresolved issues to others.

Operations Management- Level 4 - Process Expert
Provide operational support by performing a range of routine activities using existing systems and protocols.

Qualification and Experience

School Leaving Certificate
Introductory Programme in Short-Term Insurance (NQF Level 4)
Minimum of 3 years' experience in the short-term insurance industry

Required Skills

Policy and Regulation - Intermediate
Works at an intermediate level to interpret and apply knowledge of laws, regulations and policies in area of expertise. Typically works with guidance.

Insurance Principles and Practice - Intermediate
Works at an intermediate level to use and apply the core principles of insurance. Typically works with guidance.

Data Management - Insurance - Intermediate
Works at an intermediate level to collect, store, and manage insurance-related data for accurate analysis, reporting, and compliance with industry standards. Typically works with guidance.

Document Management - Intermediate
Works at an intermediate level to use document management tools to manage, view, organize, and store documents. Typically works with guidance.

Digital Literacy - Intermediate
Works at an intermediate level to understand, evaluate, use, and engage with digital technology and information, as well as create and share digital content, while being aware of essentials like safety, privacy and ethical considerations. Typically works with guidance.

Transaction Integrity Management - Intermediate
Works at an intermediate level to maintain the accuracy, security, and compliance of transactions, ensuring reliable transaction records and safeguarding against fraud and errors. Typically works with guidance.

Managerial Experience

Not applicable

Required Behavioural Competencies