Client Services Administrator

Job Title Client Services Administrator
Reference # CSA
Company Assupol Group
Contract Type Permanent
Location Bloemfontein, Free State, South Africa
Purpose Statement
To provide professional first line support to clients and sales support
Job Functions Client Services
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
• 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 clients2. 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

Formal Education
• MatricTechnical/Legal Certification
• Recognised Qualification as per the FSB
• RE 5
• Registration as an Employee Representative (FSB)

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

• Legislation
• Insurance Products

• Communication
• Computer
• Telephone Etiquette
• Interpersonal Skills

• Friendly
• Professional
• Empathy

Other Special Requirements
• Must be client orientated


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