Senior Clerk: Client Services (Pretoria CBD) at AVBOB South Africa

Key Performance Areas:

• Welcome and assist clients with short inquiries
• Register clients on the queue management system
• Issue clients with ticket inquiry
• Communicate any requirements to clients
• Register and refer clients to funeral arrangement office
• Provide policy info to a clients
• Refer and direct clients to consultants for enquiries
• Communicate and delays and system problems to waiting clients
• Policy updating

Client Services

• Achieve the customer service matrix for individual service time and the department waiting times
• Archive the voice of the customer target - customer feedbacks - Verify and updated clients personal information for any inquiry
• Assist all walk-in clients with loans, Surrender, Reinstatement, Correspondence, Endorsement, Payment of policies etc.
• Receive and assist walk –in client with inquiries in line with the client services policy and procedure and or refer to other department .etc new policies, group schemes, debtors and claims.
• Utilise resources and obtain necessary knowledge and skills to handle and complete enquiries.
• Retain client for cancellations of policies.
• Register all clients’ inquires on XD 150
• Refer inquiries to the relevant department
• Correctly interpreted written /verbal requests and action accordingly in line with the policy and procedure of the department.
• Additions a lives to a policy
• Add a children
• Removal of lives
• Remove child
• Duplicate a policy (Provide a copy of the policy to the client)
• Providing the policy values to a client or their broker
• Paid up RSA
• Inflation
• Reinstatements
• Cessions
• Loans
• Surrenders
• Cash back
• Avbob reward account
• Conversion Quotation

Claims

• Assist clients to complete cash claim documents
• Communicate all required documents to clients
• Communicate all outstanding documents to the clients

Premium collection/Banking

• Collect cash from clients for premium payments and issue
• Prepare cash reconciliation for banking daily

Premium Administration

• Assist clients with changes regarding their debit order, stop orders or cash payment methods
• Refunds of premiums
• Stop payments

New Business

• Refer new business to direct marketing

Group Schemes

• Refer queries and claims to consultant in group scheme department

Debtors

• Communicate any request for funds after a claim to debtors department

Qualification Required

• Matric
• RE 5
• 2 - 3 Years experience in Administration