Client Services Specialist (Centurion) at AVBOB South Africa

Description

• We are looking for a dynamic Client Services Specialist to join our Insurance Administration Team.  You will be responsible for managing the AVBOB Client Service Centres nationally and liaising with the relevant role players towards achieving of a set of objectives (including sales and customer service metrics) and targets (including agreed waiting times, service times and NPS) at the Client Service Centres.  You will jointly with the Department Heads ensure that the teams assist clients with enquiries on existing policies, policy payments, new policies and arranging funerals.
• You will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package. You will be joining an organisation that values employee development and rewards excellent performance.

YOUR RESPONSIBILITIES WILL INCLUDE THE FOLLOWING:

Financial and Administrative tasks

Customer Focused tasks

• Address and resolve customer enquiries escalated by Department Heads as and when required.
• Discuss and resolve difficult customer related matters with the Funeral Service Area Manager and/or Insurance Area Manager and/or Administrative Head Policy Services and/or Manager: Customer Experience, as and when required.
• Through monthly reporting by the Department Heads and quarterly on site visits, ensure the following activities are performed at the Client Service Centres:
• Policy requests and related transactions are dealt with according to policy and procedure, executed timeously and effectively.
• All relevant documents are obtained and timeously sent to the relevant departments.
• Adhere to all regulatory requirements, for example the FSCA rule and principles, Data Protection Act and Money Laundering regulations. Awareness of the Group's policies and procedures, and the regulations of relevant to the role.
• Consistently demonstrate understanding of how the principle of TCF and the underlying six TCF outcomes impacts the role, and is embedded in the culture of AVBOB.
• Through daily Q-flow and VOC (Voice of Customer) stats; monthly reporting by the Department Heads; and quarterly on site visits, review and ensure continuous improvement (eg by amending processes) in respect of the following customer service metrics:
• customer waiting time on Q-flow system at the various Client Service Centres.
• consultant service time on Q-flow system at the various Client Service Centres.
• VOC results (including the following-up of detractor feedback) at the various Client Service Centres in respect of policy transactions performed by clerks on the Moreki Pele Connect platform.

System Maintenance

• Assist the various Department Heads to resolve the following matters as and when required:
• Discrepancies in new or existing computer programmes (i.e. Funeral Management System, Sinawe, Q-flow system, and Moreki Pele Connect System).
• Report any system errors to the management of the operational departments and ICT.

Reports and Statistics

• Jointly with the Manager: Client Service and the Department Heads report, monitor and improve production (i.e. funeral arrangements and policy sales) and performance standards (i.e. waiting times, service times and VOC scores).
• Determine and resolve needs and tendencies at the Client Service Centres, based on feedback received from the Department Heads (and via the Q-flow system).
• Compiles (and submits to the Manager: Client Service) consolidated monthly reports, based on monthly reports submitted by the Department Heads.  This information will form part of the monthly Customer Experience Exco Reports.
• Resolve findings identified in the regular internal audit reports jointly with the Department Heads, within the agreed time frames.
• Risk Management and Compliance Management

Assist the Department Heads with the following:

• Identify possible and potential risk problems before and after they occur.
• Assess risk in the department, report to management and take corrective measures.
• FICA/ASISA reporting
• Fraud detection
• Quarterly updating of risk register
• Cash Claims

Enable the Client Service Centre Teams to perform the following activities:

• Assist clients to complete claim documents.
• Communicate all required documents to clients.
• Communicate all outstanding documents to the client.
• Register all fast line claims on ECSS
• All cash claims to be uploaded on FMS system timeously
• AVBOB Funeral Arrangements

Enable the Client Service Centre Teams to perform the following activities:

• Complete and uploading of claim’s documents via ECSS, as per fast line claims above.
• Complete the funeral arrangement by accurately recording the arrangements for the funeral in line with instructions of the family.
• Arranging with an AVBOB Fully Fledged Funeral Agency for the execution of the funeral and the arrangements of products and services required for the funeral.
• Accurately and efficiently complete statutory and other required documents.
• Accept and record any payments for the funeral
• Transfer the funeral arrangement documentation to the nearest AVBOB Funeral Agency.

New Policies

Enable the Client Service Centre Teams to perform the following activities, and oversee new business sales at Client Service Centres (from a FAIS perspective):

• Establish good interpersonal relationships.
• Seek information by probing to understand situations, needs and desired potential benefits.
• Position products and services by comparing the AVBOB products with similar products in the market and convincing clients with comparative figures that AVBOB products are the best value for money.
• Provide appropriate information on policies and make sure the client understands the benefits of the policies as well as what is included and excluded from the policies.
• Acts promptly, agree on clear courses of action such as the implementation date of policies and the premium payable.
• Submit completed application and supporting documents for processing.

Team and Client Service Centre Management

• Manage the Client Service Centres reporting to this position in accordance with agreed policies and procedures, standards and legal requirements.
• Monitor and measure the department’s performance in accordance with the metrics agreed upon.
• Ensure that personal information is safeguarded in the Client Service Centre and that POPI requirements are met.
• Plan and ensure the development and maintain of suitable manpower capabilities for the Client Service Centres.
• Ensure identification of critical skills essential for sustainability of service delivery and the development of succession plans.
• Develop and maintain a motivated and high performance team.
• Implement performance management in team, through setting of smart targets that contribute to meeting the Group’s objectives, tracking and monitoring performance.
• Mentor, and manage subordinates - includes continuously providing feedback and coaching to ensure that your team members perform at optimum productivity levels.
• Create and maintain a climate conducive to performance to ensure that the Client Service Centres deliver against set objectives.
• Provide technical direction to direct support as and when needed.
• Manage the Client Service Centres’ annual budgets.
• In order to enable the items above, the Client Services Specialist will be expected to visit each Client Service Centre 2 times per annum.

Requirements

• Grade 12
• 5 years’ experience in the Life Insurance and/or Funeral Service Industry, preferably in a Client Service / Policy Maintenance environment, including 2 years relevant supervisory experience.
• A valid driver’s licence
• Comply with FAIS legislation for registration as Fit and Proper individuals
• RE 5 
• FAIS recognised qualification
• Computer literate and must be able to work under pressure
• A tertiary qualification will be an advantage
• RE 1 would be advantageous