Private Client Specialist

3 weeks ago


Johannesburg, South Africa PPS Recruitment Full time

**Job Advert Summary**:
Reporting to the Manager: Client Relations Management. This role is responsible for service delivery and maximizing the client experience through client engagement. The incumbent is a specialist dealing with technical and complex client queries and/or complaints, exception reporting and providing an excellent service offering. Ensuring resolution whilst strengthening and maintaining relationships between clients /intermediaries and company is a key part of the role.

To ensure that a high level of Client Services is provided to the clients and financial intermediary that interacts with PPS. The Client Experience Specialist will be responsible for all complaints in the form of written as well as telephonic interactions and other omni channels.

**Minimum Requirements**:
**Education**:
***
- Matric (Grade 12)
- RE 5
- Insurance qualification

**Experience**:

- 3 years, personal lines insurance and policy administration experience
- Previous experience in client services or call centre environment would serve as a further advantage

**Knowledge**:

- Sound/in-depth skills and knowledge in personal lines insurance and practices
- Basic understanding of regulatory requirements and adherence there too (FAIS, TCF, etc)

**Computer Literacy**:

- Policy management system (WebSure)
- MS Office

**Competencies**:

- ** **Able to provide alternate cover structures where required
- Able to interact with brokers and/or clients as the case(s) may be verbally and in writing
- Able to manage and administer personal lines portfolios as follows:

- Accurately, efficiently and in accordance with broker requirements
- Within business process standards
- Within the business underwriting (including reinsurance) and regulatory framework

**Duties and Responsibilities**:

- Building, managing and maintaining broker/client relationships
- Execution of amendments in an accurate, efficient and speedy manner in accordance with broker/client requirements
- Presentation of subsequent premium and cover changes where appropriate
- 1st time resolution of requests when received
- Renewals
- Portfolio review
- Updates/adjustments where appropriate and required
- Retention and measurement thereof
- Administration of unmet premiums
- Cancellations
- Broker/client complaints handling and resolution, including regular feedback
- Adherence to regulatory, reinsurance, limits and terms, business and underwriting frameworks and processes
- Driving organic growth
- Monitoring and ensuring retention
- Upselling/cross-selling



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