Job Description

Render client servicesAdhere 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 clientsxe2x80x99 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 clientsAdministrate ClaimsVerify 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 dateAdvise clients on cancelationsAdvise the client of the process and disadvantages of cancelation
Retain the policy by proposing different options (loan, partial surrender paid up)
Inform relevant Sales Manager of the intended cancelation for retention
As per clients request follow the standard cancelation procedureAdministrate demutualization processCapture client information
Inform clients of status of their shares
Update clients information on Aims systems
Register and forward to Head officeOffice AdministrationManage mail and fax
Prepare statistical reports
Communicate with office manage with regards to office logisticsDocumentation and filing proceduresKeep record systems up to date
File and keep documentation for a period as required by the legislationProcess and administrate application formsCheck 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 daySend captured application forms to Head Office for archivingRegister successful applications
Send the original application form for tick off process
Follow up on all outstanding requirements from tick offFORMAL EDUCATIONMatricTECHNICAL/ LEGAL CERTIFICATIONRecognized Qualification as per the FSB
RE 5
Registration as an Employee Representative (FSB)EXPERIENCE2 Yearsxe2x80x99 Experience in the Insurance Industry;
1 Year Client Services
1 yearsxe2x80x99 experience in data capturing
1 Yearsxe2x80x99 experience in: Category A, B, C and retail pension benefits (Advantage)

Assupol