SFS_CLAIM INBOUD CLIENT SRVICES AGENT
Overview
The Inbound Client Service Agent is responsible for handling client calls and emails in a call center environment. Their duties involve answering incoming inquiries, making outbound service calls, documenting communication, resolving customer queries, and maintaining customer records. This role requires excellent communication skills, attention to detail, and the ability to manage irate clients effectively, while adhering to standard operating procedures.
Requirements
- 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
Responsibilities
- Answer incoming calls and respond to customer’s emails
- Make outbound calls: Outbound campaigns, Outbound service calls, Outbound preservations
- 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 prescribed Systems
- Resolve all queries received within 48 hours not resolved online
- General administration as per underwriter products
- Policy holder updates on system
- Downgrade or upgrade policy cover as required by the policyholder
- Update premium on instruction of a policyholder
- General amendments of the policyholder information
- Assist with irate clients & answering calls
- Assist with workflow 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 and ad hoc projects
- Print daily letters such as lapsed, cancelled, stopped, and rejection letters
How to apply
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