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 upscale 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.

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