Job 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

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)

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