Job Description

One of our leading clients offering comprehensive financial solutions that include bond pre-approvals, home loans, short-term insurance, life insurance and more through its various subsidiaries is looking to build their Dream team with the Right People. If you are passionate about Client Services and changing the lives of people then this is a great opportunity for you to join their team.

The overall purpose of the Client Service consultant is to provide exceptional customer service by ensuring all interactions with clients (making and taking calls, e-mails, faxes) are underpinned by service excellence ethos and are focused on resolving their issues, protecting their dreams, and servicing all their relevant needs efficiently and professionally.

ROLES & RESPONSIBILITIES

• Provide excellent customer service in a professional manner and compliant with quality and performance standards
• Demonstrate an excellent knowledge of the all products, services, claims processes and

retentions criteria in order to provide efficient, professional and correct information to clients at all times

• Ensure your own full understanding of the features and benefits of all our products when interacting with customers
• Ensure that the customer understands the product that you are interacting about
• Respond to customer queries and address service complaints timeously
• Build positive customer relations
• Solve or escalate customer queries and complaints timeously
• Adhere to agreed processes in order to deliver operational results
• Maintain efficient work flow and administrative processes and comply with internal SLAs
• Complete administrative tasks whilst keeping accurate and detailed stats and notes of all communication with clients
• Recording accurate notes on all systems as required
• Ensure adherence to call back times and regular follow up when liaising with clients

REQUIRED SKILLS / EXPERIENCE & QUALIFICATIONS

Qualifications

• Grade 12
• 150 FAIS credits
• Must have successfully completed the RE 5 qualification

Experience

• Experience in short- and or long-term insurance products
• Minimum 2 years’ experience in a Customer Service role in an insurance call centre environment (with references)

Skills

• Specialist knowledge and skills with regards to Insurance policies/ procedures
• Computer Literate (Excel, Word & Outlook)
• Excellent verbal, written and numeracy skills
• Excellent telephonic sales and service ability
• Vernacular an advantage
• Understand importance of confidentiality with regards to clients’ financial information

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