Job Description: Are you passionate about providing exceptional client service and supporting sales efforts? We are seeking a Client Services and Sales Support Specialist to deliver professional first-line support to our valued clients and assist our sales team in achieving their goals. If you're dedicated, detail-oriented, and customer-focused, we want to hear from you. Key Responsibilities: 1. Client Services: Adhere to client service procedures, including handling maturities, policy contracts, loan applications, cancellations, amendments, financial and general inquiries. Update client personal details and maintain accurate AIMS notes. Provide clients with correct and accurate advice on our products and services (Treating Customers Fairly - TCF). Inform clients about changes to their policies, ensuring compliance with TCF principles. Collaborate with relevant departments to resolve client queries. Maintain the required business retention rate. Address and handle all client complaints and inquiries. Escalate complaints to the Office Manager and Complaints Handling Officer. Follow the prescribed complaints procedure. Handle incoming calls and assist walk-in clients. 2. Claims Administration: Verify claims documents following standard procedures. Assist clients in completing claim forms. Submit all received claims to Head Office. Submit any outstanding documentation as requested by Head Office. Keep the claims register up to date. 3. Client Cancellations: Advise clients on the cancellation process and the potential disadvantages. Retain policies by proposing alternative options, such as loans or partial surrender paid-ups. Inform the relevant Sales Manager of the intended cancellation for retention purposes. Follow the standard cancellation procedure upon the client's request. 4. Demutualization Process Administration: Capture client information accurately. Inform clients of the status of their shares. Update client information in the AIMS systems. Register and forward relevant documentation to Head Office. 5. Office Administration: Manage mail and fax communications. Prepare statistical reports as required. Assist with data capturing when necessary. Encourage clients to complete satisfaction surveys. 6. Fit and Proper Requirements: Adhere and comply with FSB board notices in terms of FAIS. Maintain proper documentation and filing procedures. Keep record systems up to date. Ensure the proper filing and retention of documentation as required by legislation. Requirements: Formal Education: Matric or equivalent. Technical/Legal Certification: Recognized Qualification as per the FSCA (an advantage). RE 5. Registration as an Employee Representative (FSCA). CPD. COB (Depending on DOFA). Experience: 2 years of experience in the Insurance Industry. 1 year of experience in Client Services. 1 year of experience in Category A, B, C, and retail benefits (an advantage). If you are ready to contribute your skills to a dedicated team and assist in delivering outstanding client service and sales support, we encourage you to apply.
