Customer Service Consultant at 1 Life Insurance

We require an Afrikaans speaking consultant. 

• Facilitation of all inbound calls on a daily basis ensuring first call resolution
• Facilitation of all outbound calls on a daily basis
• Deals with all customer queries in a professional manner according to the SLA
• Administration:
• Accurate amendments to all policy information according to QA standards
• Accurate disclosure of product information according to QA standards
• Accurate and up-to-date systems knowledge
• Sending out of all relevant policy documents to customers
• Amendments and accurate disclosure of financial information related to the specific policy
• Maximisation of customer retention
• Builds  and retains relationships with internal and external customers
• Manages Abandon Rate through maximum available time on a daily basis
• Deliver the Telesure Service Way through personal effort and through others.
• Deliver on Treating Customers Fairly principles in alignment with regulatory requirements

RESPONSIBILITIES 

• Customer Management (External and Internal) Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.
• Customer Needs & Analysis Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request. Up-sell Customer Propositions 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.
• Correspondence Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external).
• Operational Compliance Develop working knowledge of the organization'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. Administration Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues.
• Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs. 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. Work Scheduling and Operational Compliance Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.