To provide professional first line support to clients and sales support.
Responsibilities
- Render client services
- Adhere to client service procedures: maturities, policy contracts, loan applications, cancellations, amendments, financial and general enquiries.
- Update client personal details and AIMS notes.
- Provide correct and accurate advice to clients on products and services (TCF).
- Inform clients and update changes to their policy (TCF).
- Liaise with relevant departments to gather information to resolve clients’ queries.
- Maintain required business retention rate.
- Handle all complaints and enquiries.
- Escalate complaints to Office Manager and Complaints Handling Officer.
- Follow complaints procedure.
- Handle all incoming calls and walk-in clients.
- Administrate Claims
- Verify claims documents as per standard procedure.
- Assist clients with the completion of claim forms.
- Submit all claims received to Head office.
- Submit any outstanding documentation as per Head Office request.
- Keep claims register up to date.
- Advise clients on cancellations
- Advise the client of the process and disadvantages of cancellation.
- Retain the policy by proposing different options (loan, partial surrender paid up).
- Inform relevant Sales Manager of the intended cancellation for retention.
- As per clients request, follow the standard cancellation procedure.
- Administrate demutualization process
- Capture client information.
- Inform clients of status of their shares.
- Update clients information on AIMS systems.
- Register and forward to Head office.
- Office Administration
- Manage mail and fax.
- Prepare statistical reports.
- Assist with data capturing when required.
- Encourage clients to complete the survey.
- Fit and Proper Requirements
- Adhere and comply to FSB board notice in terms of FAIS.
- Documentation and filing procedures
- Keep record systems up to date.
- File and keep documentation for a period as required by the legislation.
FORMAL EDUCATION
TECHNICAL/LEGAL CERTIFICATION
- Recognised Qualification as per the FSCA (Advantage).
- RE 5.
- Registration as an Employee Representative (FSCA).
- CPD.
- COB (Depending on DOFA).
EXPERIENCE
- 2 Years’ Experience in the Insurance Industry.
- 1 Year Client Services.
- 1 Year experience in: Category A, B, C and retail benefits (Advantage).
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