SFS_CLAIM INBOUD CLIENT SRVICES AGENT

Handling of client calls and emails received in the call centre.

Responsibilities & Duties The responsibility of the Inbound Client Service Agent is not exhaustive and may change

from time-to-time as decided by Management.

 Answer incoming calls and respond to customer’s emails

 Make outbound calls: Outbound campaigns, Outbound service calls, Outbound

preservations etc.

 Identify and escalate issues to Team Leaders

 Document all call and email information according to standard operating procedures

 Ensure that all operational standard operating procedures are followed

 Follow up customer calls where necessary

 Upsell products and services

 Recognize, document, and alert the management team of trends in customer calls

 Provide product and service information to customers

 Transfer calls to claims with policy information

 Online Query resolution using the prescribe Systems

 Resolving all queries received within 48 hours not resolved online

 General administration as per underwriter products

 Policy holder updates on system

 Down grade or Upgrade policy cover as and when required by the policyholder

 Update premium on instruction of a policy holder (this is more when the policy holder

is in arrear premium, and making alternative arrangement)

 General amendments of the policyholder information

 Assisting with irate clients & answering calls

 Assist with work flow control

 Reporting as and when required

 Support the manager in all areas when necessary

 Maintain a healthy working environment

 Own and manage annual policy holder communication as well as adhoc projects.

 Printing daily letters i.e. lapsed cancelled, cancelled ,stopped and rejection letters

• KNOWLEDGE, SKILLS AND ABILITIES

 Previous customer services experience will be advantageous

 Excellent Communication skills;

 Strong customer focus;

 Attention to detail;

 Computer skills (Word, Excel and relevant systems);

 Positive Attitude and great team player

 Self Disciplined

 Matric

 RE accreditation and/or should be working towards achieving competence within

2 years from DOFA

 FAIS accreditation and/or should work towards achieving certification within 5

years from DOFA.

 Policy administration experience and/or policy sales experience will be required

#KM