Policy and Query Administrator at Motus Holdings Limited

JOB DESCRIPTION:

• The Policy and query administrator is responsible for providing administrative, client service, retention, and underwriting support functions to ensure efficient policy administration and service delivery in line with company standards. insurer mandates, and regulatory requirements.
• The role requires the accurate handling of client queries, policy amendments, underwriting support, retention activities, and general policy administration while ensuring compliance with all applicable legislation and internal processes

DUTIES/ KEY RESPONSIBILITIES:

• Provide professional administrative and customer service support to clients, insurers, dealerships, and strategic partners.
• Handle client queries and complaints efficiently and professionally.
• Follow up on outstanding queries and cases until resolution.
• Ensure high levels of customer satisfaction and service delivery.
• Respond to emails, telephone calls, and other communication channels within required turnaround times.
• Accurately capture, update, and maintain client and policy information on internal systems.
• Perform general policy administration duties.
• Print, review, and issue policy schedules and related documentation.
• Process policy amendments, endorsements, cancellations, and reinstatements.
• Process annual renewals and policy reviews.
• Arrange re-debits and assist with payment-related queries.
• Retain clients who wish to cancel policies in accordance with company procedures and compliance requirements.
• Provide underwriting and underwriting support functions as required.
• Accurately confirm and validate underwriting information.
• Create and process quotes where required.
• Ensure compliance with insurer underwriting rules and mandates.
• Accurately log and manage cases on internal systems.
• Escalate unresolved, complex, or high-risk matters to management where necessary.
• Ensure all client interactions are accurately recorded and documented.
• Maintain compliance with FAIS, POPIA, TCF, FICA, and all other applicable legislation and company policies.
• Meet required productivity, quality assurance, and service level targets.
• Assist with ad hoc operational and administrative duties as required by management.

EDUCATION AND EXPERIENCE:

• Grade 12 / NQF Level 4
• FAIS compliant or willing to obtain FAIS accreditation within the FSCA stipulated timeframe
• Previous insurance administration, underwriting support, or client service experience advantageous
• Knowledge of short-term insurance processes advantageous

KNOWLEDGE, SKILLS AND PERSONAL ATTRIBUTES:

• Strong administrative and organisational skills
• Strong attention to detail and accuracy
• Good verbal and written communication skills
• Ability to manage difficult client interactions professionally
• Ability to work under pressure in a fast-paced environment
• Ability to work within turnaround times and productivity targets
• Computer literate and proficient in Microsoft Office and internal systems
• Criminal and credit clear
• Own or reliable transport
• Multilingual ability, particularly isiZulu, would be advantageous
• Ability to work within a shift-based and target-driven environment
• Willingness and ability to work rotational shifts, including:
• 08h00 - 17h00
• 10h00 - 19h00
• Willingness to work Saturdays, public holidays, overtime, and extended hours where operationally required
• Professionalism
• Accountability
• Attention to detail
• Teamwork
• Client-centric approach
• Problem-solving ability
• Time management
• Adaptability
• Own and live up to company values

Closing Date 18 May 2026