Senior Clerk: Client Services

2 weeks ago


Pretoria, South Africa AVBOB South Africa Full time
Job title : Senior Clerk: Client Services (Pretoria) (Pretoria)Job Location : Gauteng, PretoriaDeadline : December 22, 2024Quick Recommended Links
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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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