Job Description

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Job Advert Summary

The consultant will provide administrative, client and membership services within Customer and Intermediary Services and across the Operations business. The purpose of the role is to create a client experience that feels convenient, effortless and personal. It must feel bespoke to the client.



Accountable for servicing customers and Intermediaries. Managing respective servicing mailboxes, calls and social media queries and complaints. Assisting with system support and initiatives within Gemini.

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Minimum Requirements

Education:

Matric (Essential) Bachelor's Degree/ National Diploma (Preferred) NQ Level qualification in Insurance with relevance business orientation

Experience:

1-2 years working experience in call centre and back office processing and administration is a clear advantage 2-5 years Customer Service experience 3-5 years Insurance working experience

Knowledge and Skills:

Outlook skills Email and telephone etiquette Communication skills Excel Word Relationship management skills Tech savvy A good business acumen Can-do attitude while challenging convention. Knowledge of customer experience techniques Knowledge of Financial institutions (advantageous) FAIS and FICA knowledge (advantageous)

Competencies:

Able to thrive under constant pressure Self-driven Creative and Innovative thinking Ethics and Integrity Teamwork Extreme ownership and accountability Attention to detail Client Focus Planning and organisi NQ Level qualification in Insurance with relevance business orientation
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Duties and Responsibilities

Process Optimization

Provide reporting where required Ensure seamless digital process Mitigate Compliance and Legislative risk Identify process and procedure improvements and make recommendations to streamline and simplify processes The consultant will provide services (administrative and membership services) across the client sets.

Customer and Intermediary support

Ensure adequate monitoring of communication per customer touchpoint Assist customers and intermediaries with system related issues Take ownership of customer requests from receipt to conclusion Identify and escalate issues to supervisors Build and maintain relationships with relevant stakeholders

Query and complaint handling

Monitor and escalate queries and complaints within appropriate time Ensure minimal complaints relating to servicing In order to answer customer complaints and questions, the consultant must be an expert in the products offered by Gemini. This requires one to take the initiative to master every feature and benefit of each product.

System administrative support

Report and ensuring prompt resolution of system related issues Monitoring system efficiencies and testing where needed Research, identify, and resolve customer complaints using applicable software The consultant will also help to build and manage the daily operations of the business - processes, systems and projects. This will include developing internal controls for the business, testing and administration of the various systems, and running the operations of the business smoothly to ensure that clients are serviced efficiently

Email and Call Center handling

Receiving inbound calls and making outbound calls where needed Receiving and responding to emails Referring queries to respective arears promptly * Responding to calls and email queries in a professional manner