Client Services Champion

7 months ago

Nelspruit, South Africa AVBOB Full time

Team Management
- Attend scheduled area meetings and report back to employees in the area office on deficiencies with regard to customer service and to recommend, to the management structure actions to rectify.
- Conduct meetings with employees, minute meetings, share minutes with all stakeholders and keep record of minutes with regard to all customer service related matters.
- Identify development areas with regards to client service deficiencies and compile and track a development plan in respect of admin staff in reporting offices.
- Conduct counselling and coaching sessions with administrative staff in reporting offices in respect of quality assurance deficiencies and standardization of approved processes.
- Recommend and implement remedial/ corrective action in under the guidance of the area manager in terms of employee behaviour and performance in Area Office and QA in other life offices.
- Control and monitor subordinates work to ensure that tasks are performed on acceptable standards and according to policy and procedures.
- Give input on performance appraisals of admin staff related to client service action. Recommend possible training and planned coaching needs that have to be incorporated into the development plan / coaching programme of the admin staff.
- Address escalated enquiries from admin clerks to with the necessary stakeholders in an accurate and timely manner.

Customer Service
- Address escalated enquiries from clients with the necessary stakeholders in an accurate and timely manner.
- Monitor that policy requests and related transactions are dealt with according to policy and procedure, and are executed timeously and effectively.
- Monitor and report on all regulatory requirements to the area manager to facilitate legislative compliance in the execution of duties of admin staff. (i.e. FAIS, PoPIA, FICA, BCEA, LRA.
- Awareness of the Group's policies and procedures, and the regulations relevant to the role.
- Consistently demonstrate understanding of how the principle of TCF and the underlying six TCF outcomes impacts the role, and is embedded in the culture of AVBOB.
- Monitor the implementation of Voice of the Customer (VOC) initiatives in all offices and in collaboration with Manager: Customer Experience.
- Monitor the implementation of the Moreki Pele program in all offices and in collaboration with the Manager: Customer Experience and Area Manager.
- Monitor the Net Promoter Score (NPS) results of all transactions in the Area (e.g. new policies issued and policy maintenance transactions), call all detractors and some promoters, followed by providing feedback and coaching to admin staff where required and report progress and results to the area manager.
- Identify, as part of the NPS monitoring, areas of improvement and communicate such to the Area manager to remedy and improve on. Record and report to the area manager on improvement areas and record progress made on improvement on a monthly basis.
- Evaluate work processes and implement standardized processes and procedures to facilitate effective client service experiences in collaboration with the area manager and relevant parties.
- Stay abreast of various policy maintenance departments’ functionality, requirements and processes to ensure that client requests are processed correctly and timely.Risk
- Prevent losses that may occur in the business by ensuring that all queries are handled and documentation are processed correctly and within the relevant rime frames.
- Prevent losses that may occur by identifying suspicious transactions and reporting such transactions to area manager on a regular basis.
- Identify and give input to area manager and Manager: Customer Experience to recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.
- Review policy payment reconciliation document of all reporting offices to ensure reconciliation and banking processes are finalized in a timely manner by admin clerks.

Quality Assurance and Retention
- Monitor that daily non-payment lists are extracted per office and distributed to the line managers for follow-up.
- Ensure by weekly reporting activities that feedback reports from the different line managers (BM/DM/TL/BC) are consolidated and submitted to the Area Manager for review and reporting.

Fraud Complaints/ Investigations
- Receive, escalate the area manager and record client complaints lodged by clients at the respective insurance offices and report suspected fraud cases to the Forensics Department to investigate.
- Receive, record and refer complaints/ fraud investigations from head office to the relevant line manager for investigation within one day after receipt. Report on feedback from line managers to Head Office within agreed periods per insurance clerk.
- Maintain accurate records and reporting systems and processes to track investigations and provide timely feedback on investigations to Forensics.

Repor

  • Financial Services Professional

    4 weeks ago

    Nelspruit, Mpumalanga, South Africa Old Mutual Full time

    Unlock Your Financial PotentialAt Old Mutual, we believe in the power of African opportunity and the importance of diverse talent. We're seeking self-motivated and dynamic individuals with a passion for entrepreneurship to join our team.About the RoleThis role is about championing our valued customers to achieve their lifetime goals by identifying their...

  • Financial Services Professional

    3 weeks ago

    Nelspruit, Mpumalanga, South Africa Old Mutual Full time

    Unlock Your Potential with Old MutualWe're on a mission to empower individuals to achieve their lifetime goals. As a champion of our valued customers, you'll play a vital role in identifying their financial needs and providing expert advice to help them succeed.About the RoleAs a Financial Services Professional, you'll be responsible for:Procuring new...

  • Senior Clerk: Client Services X2

    5 months ago

    Nelspruit, South Africa AVBOB Full time

    General reception duties to welcome clients - Receive and assist walk-in clients with inquiries in line with the client services policy and procedure and/or refer to the relevant department. - Utilize resources and obtain necessary knowledge and skills to handle and complete enquiries - Communicate entire processes and or delays and system problems to...

  • Client Controller

    4 months ago

    Nelspruit, South Africa CF Products Full time

    Requirements - Minimum of 3 to 5 years’ recent experience in a Client Controller environment Capturing Orders | Handling Queries | Servicing existing Clients - Tertiary Qualification in Logistics | Supply Chain would be beneficial - Grade 12 required - Contactable references and payslips required **Salary**: Up to R16,000.00 per month

  • Client Relations Coordinator

    4 weeks ago

    Nelspruit, Mpumalanga, South Africa Ideal & Selected Candidates Full time

    Client Relations Coordinator & Administrative SupportLocation: NelspruitThe work environment is tailored for non-smokers.Key Responsibilities:• Proficient Administrative capabilities• Exceptional Customer Service and interpersonal skills• Support for walk-in clients• Management of Petty Cash• Bilingual in Afrikaans & English• Working hours:...

  • Client Support Coordinator

    4 weeks ago

    Nelspruit, Mpumalanga, South Africa Ideal & Selected Candidates Full time

    CLIENT SUPPORT COORDINATOR & ADMINISTRATIVE ASSISTANTWORK ENVIRONMENT: This position is best suited for non-smokers.Key Responsibilities:Demonstrating strong administrative capabilitiesProviding exceptional customer service and interpersonal skillsAssisting clients who visit the officeManaging petty cash transactionsFluency in Afrikaans and English is...

  • Reciever & Distribution Clerk (Perm Nelspruit) Jg5

    4 months ago

    Nelspruit, South Africa SBV Services (Pty) Ltd. Full time

    **Responsible for the Receiving of Cash** - Compare physical container/seal number to CIT handover receipt book - Check for any damaged or tampered with containers/bags and report all anomalies to Supervisor/Team Leader - Sign CIT receipt book and file the original receipt - Filing of all documentation including receipt documentation, run sheets and all...

  • Field Sales Consultant

    6 months ago

    Nelspruit, South Africa maenetjadirectmarketing@gmail.com Full time

    Maenetja direct marketing isn't just a workplace it was founded with the intention of consistently inspiring our team to strive for improvement and we are currently building the sales team of the future, we champion an inclusive environment understanding that our differences are what make us stronger. We're looking for ambitious and committed individuals to...

  • Client Liaison Officer

    5 months ago

    Nelspruit, South Africa Tych Business Solutions Full time

    **Job ID**: 81437**Date Posted**: Posted 34 mins ago**Location**: Nelspruit**Job Title**: CLIENT LIAISON OFFICER - NELSPRUIT - MPUMALANGA SKILLS, COMPETENCIES, QUALIFICATIONS, EDUCATION and EXPERIENCE Essential - Matric (Grade 12) and/ or - Post - matric qualification will be added as advantage - At least 1 - 2 years customer background in call centre or...

  • Service Advisor

    2 months ago

    Nelspruit, Mpumalanga, South Africa Express Employment Professionals Full time

    Job Summary:We are seeking a highly skilled and experienced Service Advisor to join our team at Express Employment Professionals. As a Service Advisor, you will be responsible for providing exceptional customer service and ensuring that our clients receive the highest level of service.Key Responsibilities:Assess and evaluate candidates: Conduct thorough...

  • Service Advisor

    1 week ago

    Nelspruit, South Africa Sydsen Full time

    Our client based in Mbombela (Nelspruit), is looking for an experienced Dealership Service Advisor to join their service department.The successful candidate must have strong Dealership Service Advisor skills and be able to manage their day effectively and proficiently. ...

  • Service Assistant

    5 months ago

    Nelspruit, South Africa Servest Careers Full time

    **Job Context**: Servest Office Services, a division of the Servest Group has an open vacancy for a Service Assistant at the Nelspruit Office. The position is reporting to the Operations Manager. The incumbent must have good communication skills and be willing to go the extra mile. **Minimum Requirements**: Matric Previous experience in a similar...

  • Financial Services Professional

    4 weeks ago

    Nelspruit, Mpumalanga, South Africa Standard Bank Group Full time

    Job Title: Prestige Direct AdvisorAt Standard Bank Group, we are seeking a skilled Prestige Direct Advisor to join our team. As a Prestige Direct Advisor, you will play a critical role in delivering a quality service and managing service gaps realised by clients as they engage through our various touchpoints.Key Responsibilities:Deliver planned and proactive...

  • Service Supervisor

    4 months ago

    Nelspruit, South Africa Unique Personnel Full time

    **Job Number** - 71884 **Job Type** - Permanent **Job Title** - Service Supervisor **Computer Skills** - MS Office **Industry** - Pest Control **City** - Nelspruit **Province** - Mpumalanga - Reporting to Branch Manager/Senior Supervisor- Job Purpose: - To lead, coordinate, and develop a highly motivated team of individuals and teams to ensure that...

  • Service Manager

    5 months ago

    Nelspruit, South Africa SydSen Recruit Full time

    Service Manager - Nelspruit, Mpumalanga Our client is in search of a highly skilled and motivated individual to assume the role of **Service Manager** at their dealership. **Primary Responsibilities**: - Lead a team of proficient technicians and service advisors to provide exceptional automotive services. - Cultivate a positive and collaborative work...

  • Service Manager

    5 months ago

    Nelspruit, South Africa SydSen Recruit Full time

    Service Manager - Nelspruit, Mpumalanga Our client is in search of a highly skilled and motivated individual to assume the role of **Service Manager** at their dealership. **Primary Responsibilities**: - Lead a team of proficient technicians and service advisors to provide exceptional automotive services. - Cultivate a positive and collaborative work...

  • Expert Financial Strategist

    7 days ago

    Nelspruit, Mpumalanga, South Africa Old Mutual Full time

    Unlocking Africa's PotentialAt Old Mutual, we believe in harnessing the power of Africa's diverse talent to drive growth and success.We're seeking a skilled and dynamic individual to join our team as a Financial Planning Consultant.The role involves championing our valued customers to achieve their lifetime goals by identifying their financial needs,...

  • Customer Service Representative

    5 months ago

    Nelspruit, South Africa Tracker South Africa Full time

    **Listing reference**: track_001091 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Nelspruit**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**: **Job description**: **RESPONSIBILITIES**: - Process sales contracts/information - Maintain region...

  • Customer Service Manager

    1 week ago

    Nelspruit, Mpumalanga, South Africa Ideal & Selected Candidates Full time

    Customer Service ManagerAt Ideal & Selected Candidates, we are seeking a highly skilled Customer Service Manager to join our team. The ideal candidate will have a proven track record of managing a client portfolio and a strong understanding of the full supply chain.Key Responsibilities:Manage a portfolio of clients and develop business solutions to meet...

  • Print Service Manager

    2 months ago

    Nelspruit, Mpumalanga, South Africa Express Employment Professionals Full time

    Job Summary: As the Office Automation Print Service Mid Management Supervisor at Express Employment Professionals, you will oversee the day-to-day operations of the print services department within the office automation framework. This role involves managing a team responsible for providing efficient and high-quality print and document services, ensuring...