Claims Assessor and Service Team Lead Job Placement – aYo Holdings Limited
Job Title: Claims Assessor and Service Team Lead
Organization: aYo Holdings Limited
Duty Station: Kampala, Uganda
Reports to: CEO and Head of Claims & Servicing
About US:
aYo Uganda is a subsidiary of MTN Group, it offers digital insurance to MTN subsidiaries. It offers customers an easy way to get Hospital cover and life cover by simply registering on your mobile phone for aYo recharge with care*296# and get a minimum of 30 days aYo cover every time you load MTN airtime and aYo Send with Care cover whenever you send money through MTN mobile Money *165*1*4#
Job Summary: The Claims Assessor and Service Team Lead will provide support to claims & servicing executives to ensure claim assessment service is in line with the aYo customer engagement framework and ensure a great customer experience.
Key Duties and Responsibilities:
- In charge of the preparation and recommendation of claims payment in line with the aYo claims philosophy and following the defined claims process.
- Responsible for the finalization of claims as soon as possible and with the aYo minimum requirements
- Assess, quality control and recommend the payment of claims;
- Keenly monitor and manage the adherence to the aYo service level agreements for customer experience;
- Answer all claims related queries telephonically and in writing;
- Investigate aYo aclient queries within the agreed service level agreement and ensure that the client receives timeous feedback;
- The incumbent will escalate aYo client queries to the relevant department or stakeholder;
- Provide accurate information and advice to the aYo client and stakeholders in order to ensure that the client receives the appropriate after sale services;
- Provide authoritative expertise and advice to aYo clients and stakeholders;
- Build, strengthen and maintain relationships with clients and internal and external stakeholders;
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that aYo client expectations are managed;
- Make recommendations to improve aYo client service and fair treatment of clients within area of responsibility;
- Develop and maintain productive and collaborative working relationships with peers and stakeholders;
- Positively influence and participate in change initiatives;
- Continuously develop own expertise in terms of professional, industry and legislation knowledge;
- Actively contribute to continuous innovation through the development, sharing and implementation of new ideas;
- Contribute to the financial planning process within area;
- Identify opportunities to enhance cost effectiveness and increase operational efficiency;
- Manage financial and other company resources under your control with due respect;
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum;
Qualifications, Skills and Experience:
- The applicant should hold a Bachelor’s degree in Math or Accounting, Experience in a hospital environment and a Post graduate Diploma is of an added advantage.
- Two years of relevant claims experience;
- Broad knowledge and understanding of long term insurance industry;
- Knowledge and understanding of claims assessment philosophy;
- Ability to speak at least one additional language other than English
- Good administrative skills
- Excellent analytical skills
- Business Acumen;
- Client / Stakeholder Commitment;
- Drive for results;
- Leads Change and Innovation;
- Collaboration;
- Impact and influence;
- Self-Awareness and insight;
How to Apply:
All suitably qualified and interested candidates should send their Application Letter, updated CV and academic documents clearly indicating the role that you have applied for in the subject line to: info@ayo.co.ug
Deadline: 28th August 2021
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