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

Description
Reception

• 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 clients.
• Refer and direct clients to consultants for enquiries.
• Communicate any 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 targets- customer feedbacks - VOC
• 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
• Cashbacks
• Avbob Reward Account.
• Conversion Quotation
• Refunds (Simple type of refunds may be done in the client service centre (e.g. cancellation and then the premium goes off).
• These changes may only be done once the following is in place:
• Client to produce an original south African id or drivers licences and Confirmation of the client’s contact details
• Scan and upload policy documents on the policy record.
• Claims
• Assist clients to complete cash claim documents.
• Communicate all required documents to clients.
• Communicate all outstanding documents to the client.
• Premium Collection/Banking
• Collect cash from clients for premium payment and issue
• Prepare cash reconciliation for banking daily.
• Premium Administration
• Assist clients with changes regarding their debit orders, stop order or cash payment methods.
• Refunds of premiums.
• Stop Payments
• New Business
• Assist clients with new funeral plan.
• Group Schemes
• Refer queries and claims to consultant’s in-group scheme department.
• Debtors
• Communicate any requests for refunds after a claim to debtors department.
• Indexing
• Indexing of requests received by policy services and allocating them to users so they can be processed.
• General office duties.
• Handle all fraud allegations/ Complaints.
• Monthly and weekly statistics report writing.
• Attend to administrative task as and when requested to do so by the department head.

Requirements

• Matric
• Category B FAIS Accredited
• RE 5
• 140 Long term Credits- Client Service Centre Consultant must be category B FAIS accredited
• Where the consultant is not yet accredited they need to be working under supervision with the appropriate contract in place and under the supervision of an accredited Key Individual.
• Clear ITC
• Clear criminal record
• Computer literate and must be able to work under pressure
• Good communication skills (English and two African languages)
• Should be client friendly and service orientated
• Listening and problem solving skills
• 2 – 3 Years life assurance, preferably in policy maintenance/client services environment
• 2 – 3 Years administrative experience
• AVBOB Production system will be an advantage