This job offer is not available in your country.

Client Service Champion : Mtubatuba (Kwazulu Natal)

AVBOB South AfricaZA

11 days ago

Job description

Job title : Client Service Champion : Mtubatuba (Kwazulu Natal)

Job Location : KwaZulu-Natal,

Deadline : October 18, 2025

Quick Recommended Links

Jobs by Location
Job by industries

Description

We are looking for an individual, under the guidance of the Area Manager, who will be responsible for high quality client service and client retention effort, by overseeing and controlling the standards of the customer service of the administrative clerks in the area.

You will be working for a well-established company that is over 100 years old with strong values. An organization that values employee development and rewards excellent performance.

Responsibilities

Team Management

Attend scheduled area meetings and report back to employees in the area office on deficiencies with regard to customer service and to recommend to the management structure actions to rectify.

Conduct meetings with employees, minute meetings, share minutes with all stakeholders and keep record of minutes with regard to all customer service-related matters.

Identify development areas with regards to client service deficiencies and compile and track a development plan in respect of admin staff in reporting offices.

Conduct counselling and coaching sessions with administrative staff in reporting offices in respect of quality assurance deficiencies and standardization of approved processes.

Recommend and implement remedial / corrective action in under the guidance of the area manager in terms of employee behaviour and performance in Area Office and QA in other life offices.

Control and monitor subordinates work to ensure that tasks are performed on acceptable standards and according to policy and procedures.

Give input on performance appraisals of admin staff related to client service action. Recommend possible training and planned coaching needs that have to be incorporated into the development plan / coaching programme of the admin staff.

Address escalated enquiries from admin clerks to with the necessary stakeholders in an accurate and timely manner.

Customer Service

Address escalated enquiries from clients with the necessary stakeholders in an accurate and timely manner.

Monitor that policy requests and related transactions are dealt with according to policy and procedure and are executed timeously and effectively.

Monitor and report on all regulatory requirements to the area manager to facilitate legislative compliance in the execution of duties of admin staff. (i.e. FAIS, PoPIA, FICA, BCEA, LRA.

Awareness of the Group's policies and procedures, and the regulations relevant to the role.

Consistently demonstrate understanding of how the principle of TCF and the underlying six TCF outcomes impacts the role and is embedded in the culture of AVBOB.

Monitor the implementation of Voice of the Customer (VOC) initiatives in all offices and in collaboration with Manager : Customer Experience.

Monitor the implementation of the Moreki Pele program in all offices and in collaboration with the Manager : Customer Experience and Area Manager.

Monitor the Net Promoter Score (NPS) results of all transactions in the Area (e.g. new policies issued and policy maintenance transactions), call all detractors and some promoters, followed by providing feedback and coaching to admin staff where required and report progress and results to the area manager.

Identify, as part of the NPS monitoring, areas of improvement and communicate such to the Area manager to remedy and improve on. Record and report to the area manager on improvement areas and record progress made on improvement on a monthly basis.

Evaluate work processes and implement standardized processes and procedures to facilitate effective client service experiences in collaboration with the area manager and relevant parties.

Stay abreast of various policy maintenance departments’ functionality, requirements and processes to ensure that client requests are processed correctly and timely.

Risk

Prevent losses that may occur in the business by ensuring that all queries are handled and documentation are processed correctly and within the relevant rime frames.

Prevent losses that may occur by identifying suspicious transactions and reporting such transactions to area manager on a regular basis.

Identify and give input to area manager and Manager : Customer Experience to recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.

Review policy payment reconciliation document of all reporting offices to ensure reconciliation and banking processes are finalized in a timely manner by admin clerks.

Quality Assurance and Retention

Monitor that daily non-payment lists are extracted per office and distributed to the line managers for follow-up.

Ensure by weekly reporting activities that feedback reports from the different line managers (BM / DM / TL / BC) are consolidated and submitted to the Area Manager for review and reporting.

Fraud Complaints / Investigations

Receive, escalate the area manager and record client complaints lodged by clients at the respective insurance offices and report suspected fraud cases to the Forensics Department to investigate.

Receive, record and refer complaints / fraud investigations from head office to the relevant line manager for investigation within one day after receipt. Report on feedback from line managers to Head Office within agreed periods per insurance clerk.

Maintain accurate records and reporting systems and processes to track investigations and provide timely feedback on investigations to Forensics.

Reporting

Compile activity / transaction reports to area manager on a monthly basis.

Compile weekly / monthly progress reports to the area manager on a monthly basis.

General

Oversee and monitor own offices’ asset registers by ensuring that regular asset verification is done, assets are recorded on the register correctly. Monitor assets register maintenance of reporting offices by regular reconciliation reports and report any discrepancies to the area manager.

In collaboration with the area manager, keep record of office attendance registers and store appropriately to facilitate any queries / audits only in Area Office where person sit.

Monitor the petty cash account for own office. Monitor petty cash accounts of reporting offices by reviewing petty cash reconciliation reports received from reporting offices. Report any discrepancies to the area manager to implement remedial action.

Requirements

Minimum Qualifications

Grade 12

A FAIS recognized qualification

RE5

RE1 will be an advantage

Computer Literate (MS Office, Email, Internet)

Knowledge and Experience

2-3 years proven experience in the life insurance industry relating to client services

In-depth knowledge of the insurance domain, associated standards, practices and regulations

Experience in dealing with intermediaries

2-3 years relevant supervisory experience

Technical And Behavioral Competencies

Interpersonal Skills

Attention to Detail

Communication (Verbal & Written)

Computer Literacy

Organising, Planning & Time Management Skills

Decision Making Skills

Dependability and Reliability

Conflict Management Skills

Teamwork

Initiative

Negotiation Skills

Computer Services

Customer Service jobs

Create a job alert for this search

Client Service Natal • ZA

Related jobs

Promoted

OMF Financial Consultant (Mtubatuba)

Old MutualZA

Job title : OMF Financial Consultant (Mtubatuba).Provides advice on a specific range of products to a specific allocated market and are individually accountable for achieving results through their ...Show moreLast updated: 30+ days ago

Promoted

OMF Client Relations Consultant (Alex Mall)

Old MutualZA

Job title : OMF Client Relations Consultant (Alex Mall).To provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions inc...Show moreLast updated: 30+ days ago

Promoted

Smart Service Consultant

Discovery LimitedZA

Job title : Smart Service Consultant.Outbound Call Centre : Booking of medical appointments for travelling Health Care Professionals (Nurses & Doctors). Key Outputs / Job Responsibilities may include...Show moreLast updated: 10 days ago

Promoted

Analyst, Senior, Client Onboarding

Standard Bank GroupZA

Job title : Analyst, Senior, Client Onboarding.To transform the user experience of CIB Operations’ services through the prioritisation and execution of impactful and data driven solutions (Intellig...Show moreLast updated: 10 days ago

Promoted

Engagement & Sales Manager – Call Center & Digital

Talksure Pty LtdZA

Job title : Engagement & Sales Manager – Call Center & Digital.We are seeking a dynamic Engagement & Sales Manager to lead our call center and digital sales operations. This role is perfect for a re...Show moreLast updated: 7 days ago

Promoted

Team Leader Client Reporting

Curo Funds ServiceZA

Job title : Team Leader Client Reporting.Team Leadership & Performance Management.Motivate, support, and guide team members to deliver high-quality client reporting services.Provide mentorship and ...Show moreLast updated: 24 days ago

Promoted

Credi Sales Co-Ordinator - BUCO Mtubatuba

The Building CompanyZA

Job title : Credi Sales Co-Ordinator - BUCO Mtubatuba.The main purpose of the job is to ensure maximising sales turnover in the store as well as providing support and supervision to the sales team....Show moreLast updated: 17 days ago

Promoted

Client Relationship Manager - Escalations (Healthy Company)

Discovery LimitedZA

Job title : Client Relationship Manager - Escalations (Healthy Company).Assumes accountability and resolution of escalated queries and complaints from Intermediaries, Employers, and Members (teleph...Show moreLast updated: 30+ days ago

Promoted

Business Consultant (Inland)

PPSZA

Job title : Business Consultant (Inland).Job Advert Summary .Reporting to the Area Business Manager, the Broker Consultant role will be responsible for business development and re...Show moreLast updated: 28 days ago

Promoted

Contact Centre Team Leader - International Sales

Ignition GroupZA

Job title : Contact Centre Team Leader - International Sales.Management Ensure the team meets their core KPI Sales service targets. Target setting, call-flow management and interval control, drive a...Show moreLast updated: 25 days ago

Promoted

Universal Banker (Level 1) - WC, Cape Town, Century Boulevard

Standard Bank GroupZA

Job title : Universal Banker (Level 1) - WC, Cape Town, Century Boulevard.We're looking for a results-driven Universal Banker with a proven track record of exceeding sales targets.The successful ca...Show moreLast updated: 24 days ago

Promoted

Team Leader, Universal Banking

Standard Bank GroupZA

Job title : Team Leader, Universal Banking.To manage and develop a team and all other available resources (people, process and systems) within the branch to entrench a strong client-focused culture...Show moreLast updated: 3 days ago

Promoted

OMF Financial Consultant (Mdantsane Shopping Centre)

Old MutualZA

Job title : OMF Financial Consultant (Mdantsane Shopping Centre).To provide excellent client service and financial education and to achieve targets through the marketing and selling of Old Mutual a...Show moreLast updated: 30+ days ago

Promoted

Client Service Champion : Port Shepstone (Kwazulu Natal)

AVBOB South AfricaZA

Job title : Client Service Champion : Port Shepstone (Kwazulu Natal).We are looking for an individual, under the guidance of the Area Manager, who will be responsible for high quality client service...Show moreLast updated: 12 days ago

Promoted

Client Consultant

Discovery LimitedZA

The Specialist Sales Consultant plays a critical role in delivering exceptional client service within a highly specialized financial services environment. This individual is responsible for managing...Show moreLast updated: 12 days ago

Promoted

Universal Banker (Level 1) - Western Cape, Service Centre

Standard Bank GroupZA

Job title : Universal Banker (Level 1) - Western Cape, Service Centre.We're looking for a results-driven Universal Banker with a proven track record of exceeding sales targets.The successful candid...Show moreLast updated: 3 days ago

Promoted

Client Interaction Specialist

Discovery LimitedZA

Job title : Client Interaction Specialist.The primary function of this role is to effectively and efficiently manage and grow relationships between Discovery Life and all stakeholders i.Ensure that...Show moreLast updated: 30+ days ago

Promoted

Administrator : Credit - BUCO Mtubatuba

The Building CompanyZA

Job title : Administrator : Credit - BUCO Mtubatuba.The main purpose of the job is to conduct background checks on potential customers to determine their ability to pay back the principal and intere...Show moreLast updated: 17 days ago