Client Services Consultant at AON

Client Service Consultant

• Are you looking to further your career? Experienced in Personal Insurance? We are hiring!
• Aon South Africa is hiring a Client Services Consultant within our Critical Client Care team. This is a hybrid role with the flexibility to work both virtually and from our Head Office in Sandton.
• The role of the client service consultant (Critical Client Care) is to communicate with and remain in contact with the insured client in respect of renewals/retentions/claims/complaints/queries/unpaid premiums.

What the day will look like

• Responsible for critical policy retention Interventions.
• Responsible for outbound calls to the clients to hold full renewal needs analyses (RNA) discussions.
• 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 with 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 advice, 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.
• Responsible for maintaining an updated Age- Analysis for your assigned annual clients.
• Responsible for making contact with clients on unpaid premiums

Skills and experience that will lead to success
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 of them are technical/professional discipline.
• Have a proven understanding of risk analysis methodologies.
• Have a good understanding of the applicable legislative environment governing the insurance industry.
• Have sophisticated knowledge and know-how in respect of 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.