Senior Clerk: Client Services
5 months ago
**Key Performance Areas**:
**Reception**:
- Welcome and assist clients with short inquiries
- Register clients on the queue management system
- Issue clients with ticket inquiry
- Communicate any requirements to clients
- Register and refer clients to funeral arrangement office
- Provide policy info to a clients
- Refer and direct clients to consultants for enquiries
- Communicate and delays and system problems to waiting clients
- Policy updating
**Client Services**
- Achieve the customer service matrix for individual service time and the department waiting times
- Archive the voice of the customer target - customer feedbacks - Verify and updated clients personal information for any inquiry
- Assist all walk-in clients with loans, Surrender, Reinstatement, Correspondence, Endorsement, Payment of policies etc.
- Receive and assist walk -in client with inquiries in line with the client services policy and procedure and or refer to other department.etc new policies, group schemes, debtors and claims.
- Utilise resources and obtain necessary knowledge and skills to handle and complete enquiries.
- Retain client for cancellations of policies.
- Register all clients’ inquires on XD 150
- Refer inquiries to the relevant department
- Correctly interpreted written /verbal requests and action accordingly in line with the policy and procedure of the department.
- Additions a lives to a policy
- Add a children
- Removal of lives
- Remove child
- Duplicate a policy (Provide a copy of the policy to the client)
- Providing the policy values to a client or their broker
- Paid up RSA
- Inflation
- Reinstatements
- Cessions
- Loans
- Surrenders
- Cash back
- Avbob reward account
- Conversion Quotation
**Claims**
- Assist clients to complete cash claim documents
- Communicate all required documents to clients
- Communicate all outstanding documents to the clients
**Premium collection/Banking**
- Collect cash from clients for premium payments and issue
- Prepare cash reconciliation for banking daily
**Premium Administration**
- Assist clients with changes regarding their debit order, stop orders or cash payment methods
- Refunds of premiums
- Stop payments
**New Business**
- Refer new business to direct marketing
**Group Schemes**
- Refer queries and claims to consultant in group scheme department
**Debtors**
- Communicate any request for funds after a claim to debtors department
- Matric
- RE 5
- 2 - 3 Years experience in Administration
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