Claims Consultant

An international medical and travel assistance organisation is seeking a Global Response Centre Agent to join their Cape Town-based operations team. This role is ideal for an experienced claims professional who thrives in a fast paced, high pressure environment and is passionate about delivering exceptional customer service. You will act as the first point of contact for members, patients, and clients requiring medical or travel assistance, ensuring cases are managed efficiently and professionally from start to resolution.

• Handle inbound assistance requests in a timely and professional manner.
• Manage and coordinate allocated emergency cases.
• Escalate cases in line with company guidelines and client procedures.
• Coordinate medical requirements with internal medical and operations teams.
• Liaise with local agents, client representatives, and security partners.
• Process and manage medical claims for specific clients.
• Maintain accurate case records and ensure data integrity within case management systems.
• Update and maintain the Global Contact Directory.
• Ensure strict confidentiality and information security compliance.
• Perform additional duties as required by management.

• Grade 12 / Matric (essential).
• Minimum 2 years' claims handling experience within: Medical assistance /Travel assistance/ Insurance/Or related claims-based environment (essential)
• Experience within a contact centre, emergency response or assistance environment.
• Excellent verbal and written English communication skills (fluent essential).
• Strong computer literacy (CRM, claims management or case management systems).
• Ability to work effectively in a high pressure, time sensitive environment.
• Strong attention to detail and accurate record keeping skills.
• Sound decision making ability within defined procedures.
• Willingness to work 24/7 rotational shifts.