The purpose of the role is:
To provide administrative functions and to resolve queries and complaints
on first contact within the Clients Relationship Management environment
The incumbent will be responsible for a wide variety of tasks which includes but are not limited to the
following:

Provide quality customer service within CRM:
 Handle all face-to-face enquiries received effectively.
 Follow up and finalize enquiries referred to other business units, within the agreed time frames.
 Respond to emails, web queries, posted queries/courier services, faxes within allocated time frame.
 Update on all the relevant GPAA systems.
Provide Client liaison services within the office:
 Respond to escalated queries within allocated time frame.
 Interact with the departments and members regarding outstanding queries.
 Relationship management on any changes happening in the various sections.
 Provide/ request feedback to various clients and stakeholders.
 Follow-up with business units and provide feedback to clients until cases are finalized.
 Effective and efficient administration of documents received.
 Provide administrative support at outreach initiatives.
Provide data inputs in the compilation of the reports:
 Report any issues/make recommendations with regards to ongoing service improvements and
maintain a high level of client care.
 Compile and submit daily, weekly and monthly production statistics to the supervisor.
 Check and update consolidated/escalation lists to the supervisor.

REQUIREMENTS:
 An appropriate three-year tertiary qualification (at least 360 credits NQF level 6) with 18 months
proven experience in processing life insurance/employee benefits or client relationship
management/client care preferably in Life Insurance or Employee Benefits or Medical Aid
environments or similar financial institutions.
OR
 A Grade 12 Certificate/Senior Certificate (Matric/Vocational Certificate) with three years proven
experience in processing life insurance/employee benefits or client relationship management/client
care preferably in Life Insurance or Employee Benefits or Medical Aid environments or similar
financial institutions.
 Knowledge of GEPF products and services will be an advantage
 Computer literacy that would include a good working knowledge of Microsoft Office products
 Proficiency in English is a requirement and the ability to speak any of the other official languages in
the province applying for, would be an added advantage

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