Senior Clerk: Client Services
2 weeks ago
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Description
Reception
- Welcome and assist Clients with short inquiries.
- Register clients on the queue management system.
- Issue clients with ticket inquiry.
- Communicate any requirements to clients.
- Register and refer clients to funeral arrangement office.
- Provide policy info to clients.
- Refer and direct clients to consultants for enquiries.
- Communicate any delays and system problems to waiting clients.
- Policy Updating.
- Client Services
- Achieve the customer service matrix for individual service time and the department waiting times.
- Archive the voice of the customer targets- customer feedbacks - VOC
- Verify and updated clients personal information for any inquiry.
- Assist all walk-in clients with Loans, Surrender, Reinstatement, Correspondence, Endorsement, Payment of policies etc.
- Receive and assist walk –in client with inquiries in line with the client services policy and procedure and/ or refer to other department .etc new policies, group schemes, debtors and claims.
- Utilise resources and obtain necessary knowledge and skills to handle and complete enquiries.
- Retain client for cancellations of policies.
- Register all clients’ inquires on XD 150
- Refer inquiries to the relevant department
- Correctly interpreted written /verbal requests and action accordingly in line with the policy and procedure of the department.
- Additions a lives to a policy
- Add a children
- Removal of lives Remove child
- Duplicate a policy (provide a copy of the policy to the client)
- Providing the Policy values to a client or their broker (
- Paid up RSA
- Inflation
- Reinstatements
- Cessions
- Loans
- Surrenders
- Cashbacks
- Avbob Reward Account.
- Conversion Quotation
- Refunds (Simple type of refunds may be done in the client service centre (e.g. cancellation and then the premium goes off).
- These changes may only be done once the following is in place:
- Client to produce an original south African id or drivers licences and Confirmation of the client’s contact details
- Scan and upload policy documents on the policy record.
- Claims
- Assist clients to complete cash claim documents.
- Communicate all required documents to clients.
- Communicate all outstanding documents to the client.
- Premium Collection/Banking
- Collect cash from clients for premium payment and issue
- Prepare cash reconciliation for banking daily.
- Premium Administration
- Assist clients with changes regarding their debit orders, stop order or cash payment methods.
- Refunds of premiums.
- Stop Payments
- New Business
- Assist clients with new funeral plan.
- Group Schemes
- Refer queries and claims to consultant’s in-group scheme department.
- Debtors
- Communicate any requests for refunds after a claim to debtors department.
- Indexing
- Indexing of requests received by policy services and allocating them to users so they can be processed.
- General office duties.
- Handle all fraud allegations/ Complaints.
- Monthly and weekly statistics report writing.
- Attend to administrative task as and when requested to do so by the department head.
Requirements
- Matric
- Category B FAIS Accredited
- RE 5
- 140 Long term Credits- Client Service Centre Consultant must be category B FAIS accredited
- Where the consultant is not yet accredited they need to be working under supervision with the appropriate contract in place and under the supervision of an accredited Key Individual.
- Clear ITC
- Clear criminal record
- Computer literate and must be able to work under pressure
- Good communication skills (English and two African languages)
- Should be client friendly and service orientated
- Listening and problem solving skills
- 2 – 3 Years life assurance, preferably in policy maintenance/client services environment
- 2 – 3 Years administrative experience
- AVBOB Production system will be an advantage
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