Policy Servicing Administrator– Core Business at Icebolethu Group

Job Purpose

• The Policy Servicing Administrator will provide comprehensive administrative support to potential and existing  Icebolethu FSP clients. The role requires exceptional organisational skills, client care experience, and experience with Easipol and CRM systems. The ideal candidate will have strong attention to detail and the ability to handle multiple tasks efficiently.

Key Responsibilities

Operational Management:

• Maintain a healthy relationship with existing customers and build trust with potential customers.
• Support requests associated with all Icebolethu FSP services and products.
• Provide support to clients and customer facing staff by means of communication.
• Assist in resolving all policy-related queries.
• Assist with the coordination  and amendments on policies for existing clients.
• Act collaboratively to solve problems and resolve spontaneous and unique situations.
• Ensure delivery of committed services and overall customer satisfaction.
• Demonstrate leadership, responsiveness and creativity in finding solutions.
• Ensure appropriate follow-up with customers.
• Amend data on the online system and data capture of client.
• Maintain an efficient work environment.
• Screen calls, and handle requests, and enquiries.
• Assist in client retention.
• Identify new and efficient ways to manage ticketing queues and workflows.
• Provide sales and administrative support to internal and external agents.
• Assist with the coordination and scheduling of orders and amendments, upgrades and cutovers for existing clients.
• Assisting in first-line support as and when required.

Qualifications

• Grade 12 / Matric (Required).
• FAIS RE5 advantageous (or willingness to obtain).
• Certificate in Short-Term Insurance (NQF4) is beneficial.
• Computer literacy (MS Office, CRM systems).

Experience

• 1–2+ years in policy administration, insurance servicing, financial services, or funeral insurance.
• Experience with policy management systems (e.g., Funeral system, CRM, underwriting platforms).
• Customer service experience in a busy, high-volume environment

Technical Competencies

• Strong understanding of insurance products and policy lifecycle.
• Knowledge of funeral insurance processes, underwriting, lapses, reinstatements, and claims.
• Understanding of regulatory frameworks (FSCA), TCF (Treating Customers Fairly), FAIS & FICA.
• Accurate data-capturing ability and excellent recordkeeping skills.
• Ability to interpret policy wording and policy schedules.
• Experience working with Eazipol and CRM systems.
• Strong organisational and time management skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Ability to work independently and as part of a team.
• Effective communication and interpersonal skills.
• High level of integrity and confidentiality.
• Analytical and problem-solving skills.
• Ability to handle multiple tasks and meet deadlines.
• Proactive and self-motivated.