Job Description:
Are you passionate about providing exceptional client service and supporting sales efforts? We are seeking a Client Services and Sales Support Specialist to deliver professional first-line support to our valued clients and assist our sales team in achieving their goals. If you're dedicated, detail-oriented, and customer-focused, we want to hear from you.
Key Responsibilities:
1. Client Services:
- Adhere to client service procedures, including handling maturities, policy contracts, loan applications, cancellations, amendments, financial and general inquiries.
- Update client personal details and maintain accurate AIMS notes.
- Provide clients with correct and accurate advice on our products and services (Treating Customers Fairly - TCF).
- Inform clients about changes to their policies, ensuring compliance with TCF principles.
- Collaborate with relevant departments to resolve client queries.
- Maintain the required business retention rate.
- Address and handle all client complaints and inquiries.
- Escalate complaints to the Office Manager and Complaints Handling Officer.
- Follow the prescribed complaints procedure.
- Handle incoming calls and assist walk-in clients.
2. Claims Administration:
- Verify claims documents following standard procedures.
- Assist clients in completing claim forms.
- Submit all received claims to Head Office.
- Submit any outstanding documentation as requested by Head Office.
- Keep the claims register up to date.
3. Client Cancellations:
- Advise clients on the cancellation process and the potential disadvantages.
- Retain policies by proposing alternative options, such as loans or partial surrender paid-ups.
- Inform the relevant Sales Manager of the intended cancellation for retention purposes.
- Follow the standard cancellation procedure upon the client's request.
4. Demutualization Process Administration:
- Capture client information accurately.
- Inform clients of the status of their shares.
- Update client information in the AIMS systems.
- Register and forward relevant documentation to Head Office.
5. Office Administration:
- Manage mail and fax communications.
- Prepare statistical reports as required.
- Assist with data capturing when necessary.
- Encourage clients to complete satisfaction surveys.
6. Fit and Proper Requirements:
- Adhere and comply with FSB board notices in terms of FAIS.
- Maintain proper documentation and filing procedures.
- Keep record systems up to date.
- Ensure the proper filing and retention of documentation as required by legislation.
Requirements:
Formal Education:
Technical/Legal Certification:
- Recognized Qualification as per the FSCA (an advantage).
- RE 5.
- Registration as an Employee Representative (FSCA).
- CPD.
- COB (Depending on DOFA).
Experience:
- 2 years of experience in the Insurance Industry.
- 1 year of experience in Client Services.
- 1 year of experience in Category A, B, C, and retail benefits (an advantage).
If you are ready to contribute your skills to a dedicated team and assist in delivering outstanding client service and sales support, we encourage you to apply.
