Client Services Administrator

Client Assupol Life
Reference # CSA
Published 20/04/2017
Location South Africa
Introduction
Purpose Statement
To provide professional first line support to clients and sales support
Job Functions Client Services
Industries Insurance
Specification
1. 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
• Inform clients and update changes to their policy
• 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

2. 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

3. Advise clients on cancelations
• Advise 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 procedure

4. Administrate demutualization process
• Capture client information
• Inform clients of status of their shares
• Update clients information on Aims systems
• Register and forward to Head office

5. Office Administration
• Manage mail and fax
• Prepare statistical reports
• Assist with data capturing when required
• Encourage clients to complete the survey

6. Fit and Proper Requirements
• Adhere and comply to FSB board notice in terms of FAIS

7. Documentation and filing procedures
• Keep record systems up to date
• File and keep documentation for a period as required by the legislation


Requirements
Formal Education
• Matric

Technical/Legal Certification
• Recognised 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 Years’ experience in: Category A, B, C and retail benefits (Advantage)

Knowledge
• Legislation
• Insurance Products

Skills
• Communication
• Computer
• Telephone Etiquette
• Interpersonal Skills


Attributes
• Friendly
• Professional
• Empathy

Other Special Requirements
• Must be client orientated

Job Closing Date 28/04/2017
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