Location:
Soweto, Gauteng
Full Job Description
Role Overview:
Provide professional first-line client support and sales assistance.
Key Responsibilities:
- Client Services:
- Follow client service procedures for tasks such as policy maturities, loan applications, cancellations, amendments, and general inquiries.
- Update client personal details and AIMS system notes.
- Offer accurate and compliant advice on products and services (Treating Customers Fairly – TCF).
- Notify clients of policy changes and updates (TCF).
- Liaise with relevant departments to resolve client queries.
- Maintain required business retention rates.
- Address client complaints and inquiries; escalate issues to the Office Manager and Complaints Handling Officer when necessary.
- Follow the established complaints procedure.
- Handle all incoming calls and walk-in clients professionally.
- Claims Administration:
- Verify claims documents according to standard procedures.
- Assist clients in completing claim forms.
- Submit claims and any outstanding documentation to the Head Office.
- Keep the claims register up to date.
- Client Retention on Cancellations:
- Advise clients on the process and potential drawbacks of canceling policies.
- Propose alternative options such as loans, partial surrenders, or paid-up policies.
- Notify the relevant Sales Manager of any potential cancellations for retention efforts.
- Follow standard cancellation procedures as per client requests.
- Demutualization Process Administration:
- Capture and update client information regarding their shares in the AIMS system.
- Inform clients of their share status.
- Register and forward information to the Head Office.
- Office Administration:
- Manage incoming mail and faxes.
- Prepare statistical reports and assist with data capturing when needed.
- Encourage clients to complete surveys.
- Fit and Proper Requirements:
- Comply with FSB Board Notice regulations in terms of FAIS.
- Documentation and Filing:
- Keep records and filing systems up to date.
- Retain documents in accordance with legal requirements.
Requirements:
- Education:
- Matric (Grade 12).
- Technical/Legal Certification:
- Recognized qualification as per FSCA (advantageous).
- RE 5 certification.
- FSCA registration as an Employee Representative.
- Continuous Professional Development (CPD).
- Class of Business (COB) depending on Date of First Appointment (DOFA).
- Experience:
- Minimum of 2 years’ experience in the Insurance industry.
- 1 year of experience in Client Services.
- 1 year of experience in Category A, B, C, and retail benefits (advantageous).