Job Description

Our Call Centre Department is looking for Customer Orientated and self-reliant individuals to join their Call Centre team.You will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package. You will be joining an organisation that values employee development and rewards excellent performance.YOUR RESPONSIBILITIES WILL INCLUDE THE FOLLOWING:

• Receive and handle telephone policy enquiries in Call Centre department and action

accordingly. * Address all outstanding requirements on new applications in New Business.

• Providing enquiry numbers on claims to branches.
• Follow-up on outstanding requirements in terms of unpaid claims
• Refer leads to the Direct Marketing Department.
• Provide feedback on outstanding accounts and refunds in debtors.
• Follow-up on non-payments of premiums, defaults payments and incorrect deductions.
• Add a life to a policy (Not for PERSAL or Department of Defence (DOD).
• Add a child to an already existing child benefit (Not for PERSAL or DOD).
• Remove a life (Not for PERSAL or DOD).
• Remove child (as long as it is not the removal of the child benefit completely and not for

PERSAL or DID). * Duplicate a policy (send a copy of the policy to the client).

• Providing the Policy values to a client or their broker (the client can give authorization for a

broker to get access on the phone). * All instances of consent need to be recorded on the system so that the call centre agents cansee earlier consents provided. * Policy info for clients.

• All instances of consent need to be recorded on the system so that the call centre agents can

see earlier consents provided. * The Call centre may only provide policy information to a client when that client has a singlepolicy with AVBOB. * Paid up RSA (reduced some assured).

• Inflation.
• Reinstatements.
• Cessions.
• The client will still have to send us a hard copy of the cession as this is a legal document.
• Stop Payments.
• Other loans (when you change your payment method).
• These changes may only be done once the following is in place:

• The introduction of security questions that are not a confirmation of the clients contact details.
• Call Centre agents must be category B FAIS accredited.
• Where the call centre agent is not yet accredited they need to be working under supervision with the appropriate contact in place and under the supervision of an accredited Key Individual.

• Grade 12
• 140 long term FAIS credits.
• 3 years experience in the Life Insurance Industry.
• RE5 (advantageous).
• Experience in a client service policy maintenance environment.
• Ability to work independently, show initiative and to be responsible.
• Analytical and leadership skills.
• Communication and interpersonal skills.
• Client orientated.

AVBOB