Client Service Consultant

**Job Summary**:
Aon South Africa has an exciting opportunity for a Client Service Consultant at our Cape Town Office. The role of the Client Service Consultant is to communicate and remain in contact with the insured client regarding service/complaints/queries.

This position complies with our Employment Equity policies.

**Key Responsibilities**:
Responsible for retention interventions.

Engages in a continuous and target driven and pro-active customer retention strategy nationally across all products.

Responsible for re-broking policies where applicable and required.

Engages in upselling strategies.

Provides clients comparative information (comparative analyses) to facilitate informed decisions.

Resolves all client complaints and queries regarding sales, claims & underwriting (cradle to grave).

Resolves underwriting “errors” with relevant underwriting manager(s).

Records and captures and resolves complaints for broking and claims (nationally) and in the process provides feedback in respect of trends for future rectification.

Responsible for and/or support on motivations for ex-gratia payments.

Responsible for attending to and impartially investigating repudiated claims and providing clients with feedback.

Attends to claims advices, i.e. post claim intervention to ensure that clients are au fait with the changes in the terms and conditions of policies and in so doing, ensure clients are adequately insured.

Liaises and negotiates with the Portfolio Management Team(s) on client’s profile, where applicable.

Prioritizes own work and works autonomously within defined boundaries.

Adheres to the minimum Quality and Service Standards.

Responsible for engaging in business development and/or contributing directly or indirectly to all business development efforts in Aon South Africa.

**Minimum Requirements**:
**Qualifications**:
Grade 12. (Matric).

A relevant bachelor’s degree.

A relevant tertiary insurance related qualification.

Registration with the FSCA in terms of the FAIS ACT.

Registration as an associate with the IISA.

**Knowledge**:
Knowledge of the principles and practices technical/professional field.

Have a working knowledge of risk analysis methodologies.

Have a good understanding of the applicable legislative environment governing the insurance industry.

Have advanced knowledge and know-how with regards to policy wordings.

**Skills and Attributes**:
Well-developed team functioning skills.

Good interpersonal relationships.

Advanced analytical, technical and problem-solving skills.

**Experience**:
A minimum of 3 to 6 years’ experience in a similar or related role.

**FAIS Compliance**:
Comply with the applicable Fit and Proper provisions as set out in the Board Notice 106 of 2008 issued by the Financial Services Conduct Authority governing Financial Advisory and Intermediary services Act, 2002 - Determination of Fit and Proper requirements for Financial Service Providers, 2008.

Have knowledge and understanding of the applicable provisions set out in the General Code of Conduct for Authorized Financial Services Providers and Representatives (as governed by the Financial Services Board, Board Notice 80 of 2003).

Have knowledge and understanding of the applicable provisions set out in the Short Term Insurance Act No 53 of 1998 and supporting regulations.

Have an understanding of the provisions of the Financial Intelligence Centre Act (FICA), No 38 of 2001 and amendments thereof.