Description

To provide professional first line support to clients and sales support

1. 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 

2. 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 

3. Advise clients on cancelations 

• Advise the client of the process and disadvantages of cancelation 
• Retain the policy by proposing different options (loan, partial surrender paid up)
• Inform relevant Sales Manager of the intended cancelation for retention
• As per clients request follow the standard cancelation procedure 

4. 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 

5. Office Administration

• Manage mail and fax 
• Prepare statistical reports
• Assist with data capturing when required 
• Encourage clients to complete the survey 

6. Fit and Proper Requirements

• Adhere and comply to FSB board notice in terms of FAIS

7. Documentation and filing procedures

• Keep record systems up to date 
• File and keep documentation for a period as required by the legislation

Requirements

• FORMAL EDUCATION
• Matric

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 Years’ experience in: Category A, B, C and retail benefits (Advantage)