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Description
Render Client Services
- Adhere to client service procedures: maturities, policy contracts, loan applications, cancellations, amendments, financial and general enquiries
- Update client personal details and AIMS notes
- Provide correct and accurate advice to clients on products and services (TCF)
- Inform clients and update changes to their policy (TCF)
- Liaise with relevant departments to gather information to resolve clients’ queries
- Maintain required business retention rate
- Handle all complaints and enquiries
- Escalate complaints to Office Manager and Complaints Handling Officer
- Follow complaints procedure
- Handle all incoming calls and walk-in clients
Administrate Claims
- Verify claims documents as per standard procedure
- Assist clients with the completion of claim forms
- Submit all claims received to Head Office
- Submit any outstanding documentation as per Head Office request
- Keep claims register up to date
Advise Clients on Cancellations
- Advise the client of the process and disadvantages of cancellation
- Retain the policy by proposing different options (loan, partial surrender paid up)
- Inform relevant Sales Manager of the intended cancellation for retention
- As per client’s request, follow the standard cancellation procedure
Administrate Demutualization Process
- Capture client information
- Inform clients of the status of their shares
- Update client information on AIMS systems
- Register and forward to Head Office
Office Administration
- Manage mail and fax
- Prepare statistical reports
- Communicate with office manager with regards to office logistics
Documentation and Filing Procedures
- Keep record systems up to date
- File and keep documentation for a period as required by the legislation
Process and Administrate Application Forms
- Check and validate application forms for quality control
- Follow the capturing procedure
- Send incomplete applications back to Office Managers
- Process application form on system
- Follow up on outstanding documentation with Office Manager
- Liaise with New Business department on outstanding and provide feedback to Office Managers
- Email scanned successful application forms to New Business department
- Capture a minimum of required policies per day
Send Captured Application Forms to Head Office for Archiving
- Register successful applications
- Send the original application form for tick off process
- Follow up on all outstanding requirements from tick off
Requirements
FORMAL EDUCATION
TECHNICAL/LEGAL CERTIFICATION
- Recognized Qualification as per the FSB
- RE 5
- Registration as an Employee Representative (FSB)
EXPERIENCE
- 2 Years’ Experience in the Insurance Industry
- 1 Year Client Services
- 1 Year Experience in Data Capturing
- 1 Year Experience in: Category A, B, C and Retail Pension Benefits (Advantage)