Customer Relations Specialist at Telesure Investment Holdings (TIH)

Job Purpose

• Responsible for customer policy maintenance by obtaining and capturing information from the relevant parties. Assist with administrative amendments, provide information and insights on policies, additional benefits, and up-sell products to the customer.

Responsibilities

Customer Service

• Attend to all VIP projects, VIP Business Key Managers, VIP Customers and Brokers / Business partners calls and emails.
• Assist VIP clients and VIP brokers in resolving queries via telephone and email.
• Adhere to customer service centre processes and procedures (e.g. work standards, schedule adherence, workflow processes etc.)
• Ensure quality standards are met (e.g. accurate data capture, accuracy and relevance of information provided, customer retention - SQA evaluations as source)
• Support VIP customer retention to meet customer needs.
• Inform VIP clients on returned debit orders and resubmission of debit orders, provide them with documents and manual letters and provide relevant solutions to VIP customer queries.
• Assist with refunds: dual insurance, error in billing, cancel credits etc.
• Log errors relating to policy renewals and system errors.

Customer Relationship Management

• Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.
• Build, maintain and manage relationships with all internal and external stakeholders.

Sales Opportunities

• Identify the products or services that best meet the
• customer's stated needs, explain the selection to the
• customer, and influence the customer to make a purchase - Up selling to existing VIP clients to ensure they are adequately insured.
• Re-selling policies/Reinstatements.

Customer Needs and Analysis

• Responsible for investigating policies, by doing a deep dive exploration, listening to calls and providing a summary. 
• Providing product information to VIP clients to ensure they understand their cover. 
• Refund and equalise premiums as needed.
• Administration on policy amendments, including adding cover, removing cover, correcting sum insured etc.
• Assist with underwriting cancellations and customer retentions.
• Assist in providing better packages/premiums to clients.

Insights and Reporting

• Extract and combine data to generate standard reports.
• Analyse management information on trends and report daily,  weekly and monthly on shareholder sales, outstanding requirements, and other trends identified. 
• Report monthly on VIP queries, amendments, annual policies, and other trends as identified.

Operational Compliance

• Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)

Experience

• 2 to 3 years' work experience in an insurance environment (Essential); 
• 1 year call centre experience in Financial services industry
• (Advantageous)
• Client Services experience (Advantageous); 
• Domestic and commercial underwriting experience (Advantageous).