Client Service Champion: Pietermaritzburg Life

**Key Performance Areas**

**Team Management**
- Attend scheduled area meetings and report back to the 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 records 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 appraisal 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 with the necessary stakeholders in an accurate and timely manner.

**Customer Service**
- Address escalated enquires 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 TFC outcome impacts the role, and is embedded in the culture of AVBOB.
- Monitor the implementation of Voice if the Customer (VOC) initiatives in all offices and in collaboration with the manager: Customer Experience.
- Monitor the implementation of Moreki Pele programme in all offices and in collaboration with the Manager: Customer Experience and Area Manager.
- Monitor the Net Promoter Score ( NPS) results of all a 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 to the area manager on improvement areas and record progress made on improvement on a monthly basis.
- Evaluate work processes and implement standardised processes and procedures to facilitate effective client services 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 within the relevant time 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 finalised 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 Forensic 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. Record on feedback from line managers to Head Office within agreed periods per insurance clerk.
- Maintain accurate records and reporting systems and processes to track investigation and provide timely fee