About this role
Who are we? SanlamAllianz Namibia is a leading Financial Services Institution, which provides services in the fields of Individual Life Insurance, Group Life Insurance, Unit Trusts and Asset Management. To give substance to its objective to be fully-fledged Namibian Insurer, SanlamAllianz Namibia is increasingly introducing greater financial and technical expertise. 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 Ensures Accountability Communicates Effectively Plans and Aligns Manages Complexity Customer Focus Optimises Work Processes Our commitment to transformation SanlamAllianz Namibia is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are the key components to ensure a thriving and sustainable business in Namibia. SanlamAllianz Namibia Employment Equity plan and targets will be considered as part of the selection process.