Client Services Administrator

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 cancellations

Advise the client of the process and disadvantages of cancellation
Retain the policy by proposing different options (loan, partial surrender paid up)
Inform relevant Sales Manager of the intended cancellation for retention
As per clients request follow the standard cancellation procedure
4. Administrate demoralization 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
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 ID : , #1434, 33 views,

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