Client Contact Centre Administrator (Zestlife) at Momentum Metropolitan Holdings Limited

Role Purpose    

• Client Service responsibilities in respect of Zestlife Insurance Products.
• Ensuring that the principles and outcomes of TCF (Treating Customers Fairly) are practised and achieved in all duties performed and services provided to Zest life customers.

Requirements    

• Grade 12/ Matric Qualification
• Intermediary MS Office skills (Excel, Word, Outlook)
• Individual life policy administration knowledge and experience
• Medical Aid understanding and servicing experience
• 2 years proven client service/call centre experience
• Ability to apply administration principles and work with detail and with a high level of accuracy

Duties & Responsibilities    

• To be logged into the Client Services inbound telephone queue and touchpoint for a minimum of six and a half hours each day and to take and resolve approximately 30 calls per day.
• To resolve all telephonic queries and requests from start to finish in a professional and timeous manner.
• To strive to achieve 0 lost calls with lost calls not exceeding 3% per day.
• To respond to and resolve approximately 10 general workflow e-mail requests per day within TAT of 24 to 48 hours and to not exceed this response time.
• To maintain and update your tasks in your To Do List on the system for daily management reporting.
• To note all telephone calls made or received on the claim and/or policy record.
• To adhere to the Quality Assurance criteria set out for call and email quality and to meet and strive to exceed the 90% QA standard set for the team.
• Ensure the clients claim query expectation is adequately addressed.
• To notify the Manager of any priority claims for escalation or complaints received.
• To always follow the QA and disclaimer process and verify all clients and to check the policy option details, and commencement date first before providing any information to a client.
• To apply the coaching feedback received from the QA department.
• Update the clients contact and medical aid details where necessary on the policy and process minor policy changes that is within your authority as approved by management.
• To forward client requests received telephonically for policy changes and quotes that are not within your system processing role to the info mailbox for allocation to the various department to action the client’s request.
• To always try to retain clients phoning in to cancel their policy cover.
• To be pro-active and to assist the clients with their queries by applying the TCF principles.
• Be proactive, creative and use your initiative in resolving queries.
• To always engage with Zestlife clients in a professional, courteous and friendly manner and to achieve first call resolution.
• Think of working smarter and of ways to improve the process to add value to the client’s interaction experience when contacting Zestlife.
• You are responsible to ensure that you consistently achieve your daily, weekly, and monthly targets.
• You are responsible to ensure that you fully understand the Zestlife products, the policy administration and claims processes including the systems, so that you can operate efficiently and are competent in your job as, a client services call centre and correspondence administrator.

Competencies    

• Communication skills
• Negotiation skills
• Time management
• Planning & organising
• Initiative & problem-solving
• Proactivity & creativity
• Understanding the bigger picture
• Works well independently & in a team
• Handles pressure & setbacks
• Target-driven & self-motivated

Closing Date    

• 2026/04/07