Customer Relations Officer at Rand Mutual - RMA

Purpose of the role:

• Reporting to the Customer Experience Manager, The training Officer will be responsible for providing product, process and system training to Employers, Trade Union Representatives, Employer Member Representatives and their Employees and contributing to high levels of customer satisfaction and loyalty.This position will require extensive travel.

Qualification and Experience required:

• NQF Level 6: Diploma in a FAIS recognized qualification
• Insurance qualification (advantageous) in Short-term insurance / Medical Insurance or Long-term Insurance
• Training qualification/ certificate
• 3-5 years’ experience with 5 years in the insurance claims environment and 2 years in facilitating learning interventions for groups and individual learners 
• Min 2 years’ experience in learning material design & development
• Valid Drivers licence

Key Areas of Responsibility:

• Assist in the development of a training strategy and plan and implement both in line with business needs and manage special projects
• Update and maintain relevant training policies and procedures and ensure compliance with the regulatory bodies
• Liaise with employers to identify Employer Member training needs, expectations and preferences
• Design and develop effective training material such as module summaries, videos etc.
• Contribute to the design and development of effective training programmes based on identified employer needs
• Manage the scheduling of the training interventions including securing the venue and all relevant logistics by liaising with the relevant representatives of Employer Members
• Provide necessary training as per stakeholder requirements (incudes workshops, seminars etc. as and when required)
• Conduct training sessions with Employers to actively drive usage of RMA online services platforms and report on trainng progress against plans
• Manage the attendance of training interventions through the preparation of attendance registers as well as thorough and accurate record keeping
• Engage, liaise and work with internal and external stakeholders in the execution of the training framework and programmes and report such on a regular basis.
• Ensure that the identified training interventions are managed and executed seamlessly and report on deviations that may pose risks
• Conduct evaluations of training programmes to identify areas of improvement
• Introduce new training methods to improve productivity
• Manage training budgets
• Build and maintain good relationships with RMA Employer Members
• Address customer queries and complaints based on the rating of training intervention/feedback from the Employer
• Knowledge, skills and competency required:
• Knowledge of COID and Life Insurance Products
• Strong facilitation skills to individuals and groups.
• Strong learning material design skills.
• Ability to analyze and evaluate the effectiveness of learning interventions.
• Must be proficient in MS Office, Word, Excel, PowerPoint & Outlook
• Understanding of insurance value chain
• Excellent oral, written and interpersonal communication skills.
•  MS Office proficient
• Experience in managing customer relationships
• Experience in identifying customer needs
• Experience in handling customer complaints
• Engaging diversity
• Interpersonal awareness / empathy
• Service Orientation / Customer Responsiveness
• Stress handling
• Self-Management
• Attention to detail
• Verbal and written communication
• Building relationships
• Planning, Organizing and Follow through
• Complex problem-solving
• Multi-Lingual