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Mailbox Coordinator (Admed)

Guardrisk -
Sandton, Gauteng

Job Details

Permanent

Full Job Description

Introduction

Join Our Team as a Mailbox Coordinator

Are you highly organised, customer-focused, and passionate about delivering exceptional service? We are looking for a proactive Mailbox Coordinator to play a key role in managing customer enquiries, claims submissions, and workflow administration within a fast-paced insurance environment. This is an exciting opportunity for someone who thrives on accuracy, collaboration, and making a meaningful impact on the customer experience while ensuring service excellence and operational efficiency every day.

If you have strong administrative skills, a keen eye for detail, and enjoy working in a dynamic, service-driven environment, we'd love to hear from you.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

To effectively manage and coordinate all inbound electronic correspondence received through the Admed shared mailboxes by accurately assessing, categorising, logging and allocating work within the OWLS workflow system.

The Mailbox Coordinator is responsible for ensuring all customer enquiries, claims submissions and requests are processed or responded to within agreed service level agreements, while delivering an exceptional customer experience and adhering to Treating Customers Fairly (TCF) principles.

Requirements

Formal Education
Matric

Technical/Legal Certification
Office administration qualification an advantage

Experience

2 years insurance administration experience
2 years client servicing experience

Duties & Responsibilities

Mailbox Management

Monitor and manage all shared Admed mailboxes throughout the business day.

Ensure all incoming emails are reviewed, actioned, or allocated within the prescribed 48-hour turnaround time.

Prioritise urgent correspondence in accordance with business rules, service standards, and operational priorities.

Ensure emails are accurately categorised and routed to the appropriate workflow or business area.

Workflow Administration

Assess all incoming correspondence and determine the appropriate business process.

Capture and register work accurately on the OWLS Workflow system.

Create workflow tasks, ensuring correct routing, allocation and prioritisation.

Verify that all required supporting documentation has been received before creating workflow items.

Maintain accurate workflow notes, system records and audit trails.

Monitor workflow queues and proactively escalate ageing or overdue work items to ensure service level agreements are achieved.

Claims Administration

Assess incoming claim submissions for completeness and compliance with operational requirements.

Upload and index all supporting documentation accurately.

Identify incomplete or complex claims and escalate them to the appropriate team for further assessment.

Ensure all claim registrations are completed accurately and within agreed turnaround times.

Customer Service

Respond professionally to enquiries received from members, employers, brokers, healthcare providers and other stakeholders.

Provide accurate information relating to products, benefits, claims processes and policy administration.

Resolve first-line enquiries at the first point of contact wherever possible.

Escalate complex technical or policy-related queries to the appropriate operational area.

Manage difficult and/or irate clients courteously, professionally and calmly.

Provide support to the Call Centre by handling overflow inbound calls during periods of high call volumes.

Deliver a professional, customer-centric service experience that aligns with company service standards and Treating Customers Fairly (TCF) principles.

Compliance and Quality

Ensure all work is completed accurately and in accordance with company policies, procedures and regulatory requirements.

Maintain confidentiality and protect customer information at all times.

Ensure the principles of Treating Customers Fairly (TCF) are embedded in all activities, with a specific focus on achieving TCF Outcome 6 by ensuring customers do not face unreasonable post-sale barriers when submitting claims, making enquiries or lodging complaints.

Identify opportunities to improve mailbox processes and workflow efficiencies and make recommendations to management.

Competencies

Resilience and the ability to perform effectively under pressure.

Strong sense of responsibility, ownership and accountability.

Commitment to achieving service level agreements and operational deadlines.

Excellent organisational and planning skills.

Strong attention to detail and a high level of accuracy.

Excellent written and verbal communication skills.

Strong interpersonal and relationship-building skills.

Customer-focused with a commitment to delivering exceptional service.

Analytical thinking and sound decision-making ability.

Problem-solving skills with the ability to exercise good judgement.

Effective time management and prioritisation skills.

Ability to multitask and manage competing priorities.

Adaptability and willingness to embrace change.

Self-motivated with the ability to learn quickly.

Disciplined and dependable with a strong work ethic.

Computer literacy with proficiency in Microsoft Office and business systems.

Ability to work collaboratively as part of a team while also working independently when required.

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