Office Administrator (Gauteng North)
Date: 2024/10/03
Reference Number: OA: Gauteng North (Pretoria)
Job Description
Client Services Responsibilities:
- Follow client service procedures for tasks such as maturities, policy contracts, loan applications, cancellations, amendments, and general financial inquiries.
- Update client personal information and AIMS notes.
- Provide accurate advice to clients regarding products and services (Treating Customers Fairly – TCF).
- Notify clients of changes to their policies (TCF).
- Collaborate with relevant departments to resolve client queries.
- Maintain the required business retention rate.
- Address client complaints and inquiries; escalate to the Office Manager and Complaints Handling Officer as necessary.
- Adhere to complaints resolution procedures.
- Handle incoming calls and assist walk-in clients.
Claims Administration:
- Verify claims documents according to standard procedures.
- Assist clients in completing claim forms.
- Forward all claims to Head Office for processing.
- Submit any outstanding documentation as requested by Head Office.
- Keep the claims register updated.
Cancellations Advice:
- Explain the cancellation process and potential drawbacks to clients.
- Work to retain policies by offering alternative solutions (e.g., loan, partial surrender, paid-up policy).
- Notify the Sales Manager of any intended cancellations to improve retention efforts.
- Follow standard procedures for cancellations upon client request.
Demutualization Process Administration:
- Capture and update client information.
- Inform clients of the status of their shares.
- Record updates on the AIMS system and forward relevant information to Head Office.
Office Administration:
- Manage mail and faxes.
- Prepare statistical reports.
- Communicate with the Office Manager regarding office logistics.
Documentation and Filing:
- Keep record-keeping systems up to date.
- Maintain documentation as required by legislation.
Application Form Processing:
- Review and validate application forms for quality.
- Follow data capture procedures.
- Return incomplete applications to Office Managers.
- Process applications in the system and follow up on outstanding documentation.
- Liaise with the New Business department on outstanding matters and provide updates to Office Managers.
- Scan and email completed applications to the New Business department.
- Capture the minimum required number of policies daily.
Archiving:
- Register successful applications.
- Send original application forms for final approval and tick-off.
- Follow up on any outstanding requirements from the approval process.
Requirements
Formal Education:
- Matric
Technical/Legal Certification:
- Recognized qualification as per the Financial Services Board (FSB).
- RE 5 certification.
- Registration as an Employee Representative (FSB).
- 2 years of experience in the insurance industry.
- 1 year of client service experience.
- 1 year of experience in data capturing.
- Experience in Category A, B, C, and retail pension benefits (advantageous).
