Office Administrator

**J**OB** **P**ROFILE**

**1.**

**P**OSITION** **D**ETAIL**

**C**URRENT **J**OB** **T**ITLE**

Office Administrator

**J**OB** **G**RADE**

B4

**P**ROPOSED** **J**OB** **T**ITLE**

**J**OB** **C**ODE**

OA

**D**E**P**A**R**TM**ENT**

Branch Administration

**D**ATE** **R**EVIEWED**

24 November 2015

**L**OCATION**

Branch

**E**MPLOYMENT** **S**TATUS**

Permanent

**2.** **P**OSITION** **D**ESCRIPTION**

**M**AIN **O**UTPUTS** AND **R**ESPONSIBILITIES** FOR **T**HIS** **P**OSITION **-**
- (Please_ _provide_ _a_ _short _description_ _under_ _each_ _heading/output)_

**T**IME** **SPENT**
- Render client services
- Update client personal details and AIMS notes
- Provide correct and accurate advice to clients on products and services (TCF)
- Inform clients and update changes to their policy (TCF)
- 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
- 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
- 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
- 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

**M**AIN **O**UTPUTS** AND **R**ESPONSIBILITIES** FOR **T**HIS** **P**OSITION **-**
- (Please_ _provide_ _a_ _short _description_ _under_ _each_ _heading/output)_

**T**IME** **SPENT**
- Office Administration
- Manage mail and fax
- Prepare statistical reports
- Communicate with office manage with regards to office logistics
- Documentation and filing procedures
- Keep record systems up to date
- File and keep documentation for a period as required by the legislation
- Follow the capturing procedure
- Follow up on outstanding documentation with Office Manager
- Liaise with New Business department on outstanding and provide feedback to Office Managers
- Capture a minimum of required policies per day
- Follow up on all outstanding requirements from tick off

**TOTAL**

**100** **%**
- **J**OB** **E**VALUATION** **C**RITERIA**

**A)** **K**NOWLEDGE AND **S**KILLS**

**F**ORMAL** **E**DUCATION**
- Matric

**T**ECHNICAL**/** **L**EGAL** **C**ERTIFICATION**
- Recognised Qualification as per the FSB
- RE 5
- Registration as an Employee Representative (FSB)

**E**XPERIENCE**
- 2 Years’ Experience in the Insurance Industry;
- 1 Year Client Services
- 1 years’ experience in data capturing
- 1 Years’ experience in: Category A, B, C and retail pension benefits (Advantage)
- **C**OMPETENCIES**

**K**NOWLEDGE**

**C**OMPETENCY**

**D**ESCRIPTION**

Legislation

FAIS; FICA; NCA

Insurance Products

Category A; B & C

**S**KILLS**

**C**OMPETENCY**

**D**ESCRIPTION**

Communication

English

Computer

Excel

Telephone Etiquette

Interpersonal Skills

All levels

Time Management

Planning & Organising

Attention to detail

**A**TTRIBUTES**

**C**OMPETENCY**

**D**ESCRIPTION**

Friendly

Professional

Empathy

Patient

11. **O**THER** **S**PECIAL** **R**EQUIREMENTS**

Must be client orientated

**C)** **A**CCOUNTABILITY**

What type of decisions can the incumbent take within his/her area of accountability and what type of decisions will typically be referred to the direct manager for sign off? Please provide a couple of examples of regular decisions/problem solving or judgement calls and not ad hoc scenarios or cases.

**Incumbent** accountability**
- Understand the Group products and services

**Referral** **to** **Line** Manager** **for** **approval**

**D)** **C**OMMUNICATION**
- Verbal
- Written