Full Job Description
Position Overview
The role is focused on providing professional first-line client support and sales assistance.
Key Responsibilities
1. Client Services
- Follow client service procedures for maturities, policy contracts, loan applications, cancellations, amendments, and financial/general inquiries.
- Update client personal information and AIMS notes accurately.
- Offer accurate advice on products and services in alignment with Treating Customers Fairly (TCF) principles.
- Inform clients about changes to their policies and resolve queries by coordinating with relevant departments.
- Maintain the required business retention rate.
- Address and escalate complaints to the Office Manager or Complaints Handling Officer, following the complaints procedure.
- Handle incoming calls and assist walk-in clients.
2. Claims Administration
- Verify claims documents according to standard procedures.
- Assist clients with claim form completion.
- Submit claims and outstanding documentation to Head Office.
- Keep the claims register updated.
3. Cancellation Advisory
- Explain the process and disadvantages of policy cancellations.
- Propose alternatives (e.g., loans, partial surrenders, or paid-up options) to retain policies.
- Inform the relevant Sales Manager about potential cancellations for retention efforts.
- Process cancellations per standard procedure when requested.
4. Demutualization Process Administration
- Capture and update client information.
- Inform clients about the status of their shares.
- Forward updates and registrations to Head Office.
5. Office Administration
- Manage mail and fax correspondence.
- Prepare statistical reports and assist with data capturing when needed.
- Encourage clients to complete satisfaction surveys.
6. Compliance with Fit and Proper Requirements
- Ensure compliance with FSCA regulations and board notices under FAIS.
7. Documentation and Filing
- Maintain up-to-date records and adhere to legal document retention requirements.
Qualifications and Requirements
Formal Education
- Matric (Grade 12).
Technical/Legal Certifications
- Recognized FSCA qualification (advantageous).
- RE 5 certification.
- Registration as an Employee Representative (FSCA).
- CPD and COB (depending on DOFA).
Experience
- Minimum of 2 years in the insurance industry.
- At least 1 year in client services.
- Experience with Category A, B, C, and retail benefits (advantageous).
Job Details
- Level: Junior
- Type: Permanent
- Salary: Market-related
- EE Position: No
- Location: Emanguzi
