South Africa

Client Services Administrator

Company Assupol Group
Reference # CSA
Published 10/09/2019
Contract Type Permanent
Salary Market Related
Location Mthatha / Umtata, Eastern Cape, South Africa
Purpose Statement
To provide professional first line support to clients and sales support and capture group new business policies

Job Functions Administration
Industries Insurance
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 (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

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 cancellations
• Advise the client of the process and disadvantages of cancellation
• Retain the policy by proposing different options (partial surrender paid up)
• Inform relevant Sales Manager of the intended cancellation for retention
• As per clients request follow the standard cancellation procedure

4. Office Administration
• Manage mail and fax
• Prepare statistical reports
• Communicate with office manage with regards to office logistics

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

6. 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

7. 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
Formal Education
• Matric
• Qualification that is recognised by the FSB would be an advantage (Depending on Date of First Appointment in the Industry)
• RE5
• Proof of CPD
• Class of Business

• 2 Years’ Experience in the Insurance Industry;
• 1 Year Client Services
• 1 years’ experience in data capturing
• 1 Years’ experience in: Category A, B, C and retail pension benefits (Advantage)

Registration as a Representative (FSB)

Legislation:FAIS, FICA, FSB, NCA, LTIA
Life Insurance Industry
Long Term Insurance
Financial/ wealth management

Attention to detail

People Centric
Team Player
Job Closing Date 24/09/2019
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Last Updated: 13-2-2020 []
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