M-Sure is a world leader in its field of specialisation offering a variety of financial products for motor vehicles. M-Sure aims to creatively solve problems and add value to people by ensuring Mobility for Good.

M-Sure forms part of the Motus Group, a leading JSE listed Company in the Automotive Industry where performance is driven by three keystones, 1. Leaders, 2. Innovation & 3. Customer Champions.

M-Sure is seeking to employ a qualified and experienced Team Leader: Warranties.  The successful candidate will join a dynamic and highly skilled team. 

If you are seeking an exciting and rewarding opportunity, then this is the career journey you’ve been waiting for.      

The successful candidate will report directly to the Warranty Claims Manager.

Key Purpose

The Claims Team Leader contributes to the Organisational goals by not only validating and finalising claims within policy guidelines and performing all claim related functions in a manner that promotes the achievement of Company objectives and service excellence, but also support the team and management in doing so.

Duties/Key Responsibilities

• Monitoring of incoming calls and ensuring that monthly service level targets are met within the department
• Verifying policy/contract details and supplying dealers with information on request where claims/ queries are escalated to the Leader
• Assess technical information on previous claims where required
• Admin duties related to claims and authorisations
• Maintaining high levels of customer service at all times
• Liaising with all internal divisions and providing info to necessary parties
• Liaising with clients regarding claims, vehicle condition and instances where the cost is not covered by the Company
• Attending meetings with clients/internal stakeholders where required
• Reporting on claim volumes, spend and concerns monthly
• Scrutinizing of dealer quotes to minimize costs
• Assisting other teams when the job requires it
• Carrying out one-on-one meetings with team members to discuss performance and areas of improvement
• Ensure that policies and procedures are adhered to
• Ensure claims are handled accurately as per policy schedule of benefits
• Foster an environment conducive to teamwork
• Capture relevant information accurately to enable colleagues to follow-up and assist clients
• Ensure to conduct assessments in a professional manner
• Ensure customer service / interaction and quality maintained on each call
• Ensure reference material / notes on claim file updated
• Effective handling of assessments, ensure accuracy
• Effective handling of queries from policy holders, dealers, area managers and financial institutions
• Sound interaction with colleagues and other departments
• Assessments referred to call centre manager for approval
• Add positive input and value to call centre meeting
  
• Assist with ‘walk ins’ policy holders coming to our offices with queries

Education and Experience

• Grade 12 / Matric
• Qualified technician (mechanic) - Required
• Minimum of 2 – 3 years Authorisation Call Centre experience
• Prior leadership experience - advantageous
• Mechanical / technical knowledge of vehicles
• Computer literate (Full MS Office), Intermediate Excel experience advantageous
• Claim administration experience (Advantage)
  

• Excellent telephone and communication skills
• Multi-tasking
• Excellent time management
• Deadline driven
• Action orientated
• Approachable
• Customer focused
• Good Listening skills
• Proactive and engaging
• Negotiating skills
• Confident and assertive
• Ability to work under pressure
• Team Player
• Attention to detail
• Strong analytical skills
• Ability to lead a dynamic and multi-skilled team
• Clear Criminal record
• Own and live up to the Company values
• Attend training initiatives to improve work quality and enhance own skills