Client Service Administrator : Branch Administrator - South Africa
To provide professional first line support to clients and sales support 1. Render client services • Adhere to client service procedures: maturities, policy contracts, loan applications, cancellations, amendments, financial and general enquiries • Update client personal details and AIMS notes • Provide correct and accurate advice to clients on products and services (TCF) • Inform clients and update changes to their policy (TCF) • Liaise with relevant departments to gather information to resolve clients’ queries • Maintain required business retention rate • Handle all complaints and enquiries • Escalate complaints to Office Manager and Complaints Handling Officer • Follow complaints procedure • Handle all incoming calls and walk-in clients 2. Administrate Claims • Verify claims documents as per standard procedure • Assist clients with the completion of claim forms • Submit all claims received to Head office • Submit any outstanding documentation as per Head Office request • Keep claims register up to date 3. Advise clients on cancelations • Advise the client of the process and disadvantages of cancelation • Retain the policy by proposing different options (loan, partial surrender paid up) • Inform relevant Sales Manager of the intended cancelation for retention • As per clients request follow the standard cancelation procedure 4. Administrate demutualization process • Capture client information • Inform clients of status of their shares • Update clients information on Aims systems • Register and forward to Head office 5. Office Administration • Manage mail and fax • Prepare statistical reports • Assist with data capturing when required • Encourage clients to complete the survey 6. Fit and Proper Requirements • Adhere and comply to FSB board notice in terms of FAIS 7. Documentation and filing procedures • Keep record systems up to date • File and keep documentation for a period as required by the legislation
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