Client Service Consultant
2 weeks ago
-Introduction
Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.
Role Purpose
Render a comprehensive service to clients, processing all the administrative tasks according to agreed standards and turnaround time’s thereby improving client retention and repeat business opportunities
Requirements
- Matric or NQF 4 equivalent
- 2 years client service administration experience
- Tertiary qualification advantageous
- Understanding and exposure to long term insurance industry
Duties & Responsibilities
- Accurately capture client information on the relevant system.
- Execute client requests within the agreed timeframes, quality standards and legislation.
- Handle all the administrative tasks according to agreed standards and turnaround times.
- Engage with client in a client centricity manner in order to improve client retention and repeat business activities.
- Resolve client queries and follow up to ensure queries are resolved timeously and effectively.
- Ensuring accurate completion of documentation as per service level agreement in order to meet client needs.
- Effectively utilise client service interactions to improve client retention and repeat business activities.
- Effectively use administration systems to ensure accuracy of documentation
- Providing effective, efficient and professional service to all our clients and offices, both telephonically and through written correspondence
- Build and maintain relationships with clients and internal and external stakeholders
- Contribute to the process of developing client service standards in order to ensure clients receive clear and accurate information and are kept informed at all times
- Manage the delivery on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed
- Make recommendations to improve client service and fair treatment of clients within area of responsibility
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
- Process the relevant policy transactions per client interaction.
- Contribute to the development of area specific budgets to minimise expenditure, in alignment with operational plans.
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
- Implement and provide input into governance processes, systems and legislation within area of specialisation.
- Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes
- Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.
Competencies
- Business Acumen
- Customer/ Stakeholder Commitment
- Drive for results
- Leads Changes and Innovation
- Collaboration
- Impact and influence
- Self-Awareness and Insight
- Diversity and Inclusiveness
Enquiries
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Policy
We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.
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