Client Services Administrator

Location:
Soweto, Gauteng

Full Job Description
Role Overview:
Provide professional first-line client support and sales assistance.

Key Responsibilities:

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. Office Administration:
    • Manage incoming mail and faxes.
    • Prepare statistical reports and assist with data capturing when needed.
    • Encourage clients to complete surveys.
  6. Fit and Proper Requirements:
    • Comply with FSB Board Notice regulations in terms of FAIS.
  7. 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).

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