Customer Services Consultant- (Fixed Term Contract) at Hollard Insurance

Job Purpose:

• This role also involves interacting with all telephonic and email enquiries from our clients to ensure we provide the best possible service. These are predominantly policy maintenance/claims enquires. This is a customer service orientated environment, we need to ensure all customers are treated with dignity, respect and the TCF principals are practiced. This role is a Fixed Term Contract for 5 months.

Key Responsibilities:

• Handle client service enquiries related to policy maintenance, including upgrades, banking details, restarts, and claims.
• Process requests from policyholders such as cancellations, debit order updates, and issuing new policy documents.
• Conduct proactive outbound calls when necessary to support client engagement and service delivery.
• Follow up on claims and apply knowledge of claim procedures to assist clients effectively.
• Resolve client queries empathetically via phone and email, aiming for first-contact resolution.
• Maintain accurate records of client interactions and service requests using CRM systems.
• Educate clients on policy features and procedures to improve understanding and reduce repeat queries.
• Collaborate with internal teams (claims, underwriting, finance) to ensure seamless service delivery.
• Monitor service turnaround times and escalate delays or recurring issues to the Team Leader.
• Uphold Treating Customers Fairly (TCF) principles and contribute to quality assurance and compliance efforts. 

Required Knowledge and Experience    

• Life Insurance experience 4 years min 
• 2 years call centre related experience (Inbound Customer Service specifically)
• Inbound Customer Service experience (2-3 years)
• Life Insurance product knowledge: various policy wordings, business rules etc.
• General Business acumen
• Strong Microsoft Office skills
• Excellent interpersonal skills
• Excellent verbal and written communication skills 
• Problem solving skills
• Time management skills 
• Dealing with irate clients 
• Complaint’s handling
• Insurance terminology
• Product knowledge
• Financial knowledge 

Educational Requirements    

• Matric (National Senior Certificate) 
• COP or similar  
• Post-metric studies/qualification is an advantage 
• RE 5 will be an added advantage 

Deadline:12th May,2026