Client Services Specialist

We are looking for a dynamic Client Services Specialist to join our Insurance Administration Team.

You will be responsible for managing the AVBOB Client Service Centres nationally and liaising with the relevant role players towards achieving a set of objectives (including sales and customer service metrics) and targets (including agreed waiting times, service times, and NPS) at the Client Service Centres.

You will jointly with the Department Heads ensure that the teams assist clients with enquiries on existing policies, policy payments, new policies, and arranging funerals. You will be working for a well-established company with strong values.

In exchange for your services, you will receive a competitive compensation package.

You will be joining an organisation that values employee development and rewards excellent performance.

Your Responsibilities Will Include:

1. Financial and Administrative tasks: Address and resolve customer enquiries escalated by Department Heads as and when required. Discuss and resolve difficult customer related matters with the Funeral Service Area Manager and/or Insurance Area Manager and/or Administrative Head Policy Services and/or Manager: Customer Experience, as and when required.
2. Ensure the following activities are performed at the Client Service Centres:
1. Policy requests and related transactions are dealt with according to policy and procedure, executed timeously and effectively.
2. All relevant documents are obtained and timeously sent to the relevant departments.
3. Adhere to all regulatory requirements, for example, the FSCA rule and principles, Data Protection Act, and Money Laundering regulations.
3. 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.
4. Review and ensure continuous improvement in respect of the following customer service metrics:
1. Customer waiting time on Q-flow system at the various Client Service Centres.
2. Consultant service time on Q-flow system at the various Client Service Centres.
3. VOC results (including following-up of detractor feedback) at the various Client Service Centres in respect of policy transactions performed by clerks on the Moreki Pele Connect platform.
5. System Maintenance: Assist the various Department Heads to resolve discrepancies in new or existing computer programmes (i.e., Funeral Management System, Sinawe, Q-flow system, and Moreki Pele Connect System). Report any system errors to the management of the operational departments and ICT.
6. Reports and Statistics: Jointly with the Manager: Client Service and the Department Heads report, monitor and improve production (i.e., funeral arrangements and policy sales) and performance standards (i.e., waiting times, service times, and VOC scores).
7. Determine and resolve needs and tendencies at the Client Service Centres, based on feedback received from the Department Heads (and via the Q-flow system) and submit to the Manager: Client Service consolidated monthly reports, based on monthly reports submitted by the Department Heads.
8. This information will form part of the monthly Customer Experience Exco Reports. Resolve findings identified in the regular internal audit reports jointly with the Department Heads, within the agreed time frames.
9. Risk Management and Compliance Management: Assist the Department Heads with identifying possible and potential risk problems before and after they occur. Assess risk in the department, report to management and take corrective measures. FICA/ASISA reporting. Fraud detection. Quarterly updating of risk register.
10. Cash Claims: Enable the Client Service Centre Teams to assist clients to complete claim documents, communicate all required documents to clients, and register all fast line claims on ECSS. All cash claims to be uploaded on FMS system timeously.
11. AVBOB Funeral Arrangements: Enable the Client Service Centre Teams to accurately complete and upload claim's documents via ECSS, as per fast line claims, and arrange with an AVBOB Fully Fledged Funeral Agency for the execution of the funeral and the arrangements of products and services required for the funeral.
12. New Policies: Enable the Client Service Centre Teams to seek information by probing to understand situations, needs, and desired potential benefits. Provide appropriate information on policies and ensure the client understands the benefits of the policies as well as what is included and excluded from the policies.
13. Team and Client Service Centre Management: Manage the Client Service Centres reporting to this position in accordance with agreed policies and procedures, standards, and legal requirements. Monitor and measure the department's performance in accordance with the metrics agreed upon.
14. Ensure identification of critical skills essential for sustainability of service delivery and the development of succession plans. Develop and maintain a motivated and high-performance team.
15. Implement performance management in the team, through setting of smart targets that contribute to meeting the Group's objectives, tracking, and monitoring performance. Mentor and manage subordinates - includes continuously providing feedback and coaching to ensure that your team members perform at optimum productivity levels.
16. Create and maintain a climate conducive to performance to ensure that the Client Service Centres deliver against set objectives. Provide technical direction to direct support as and when needed.
17. Manage the Client Service Centres' annual budgets. In order to enable the items above, the Client Services Specialist will be expected to visit each Client Service Centre 2 times per annum.