Branch Administrator

Job Description:

Are you passionate about providing exceptional client service and supporting sales efforts? We are seeking a Client Services and Sales Support Specialist to deliver professional first-line support to our valued clients and assist our sales team in achieving their goals. If you're dedicated, detail-oriented, and customer-focused, we want to hear from you.

Key Responsibilities:

1. Client Services:

• Adhere to client service procedures, including handling maturities, policy contracts, loan applications, cancellations, amendments, financial and general inquiries.
• Update client personal details and maintain accurate AIMS notes.
• Provide clients with correct and accurate advice on our products and services (Treating Customers Fairly - TCF).
• Inform clients about changes to their policies, ensuring compliance with TCF principles.
• Collaborate with relevant departments to resolve client queries.
• Maintain the required business retention rate.
• Address and handle all client complaints and inquiries.
• Escalate complaints to the Office Manager and Complaints Handling Officer.
• Follow the prescribed complaints procedure.
• Handle incoming calls and assist walk-in clients.

2. Claims Administration:

• Verify claims documents following standard procedures.
• Assist clients in completing claim forms.
• Submit all received claims to Head Office.
• Submit any outstanding documentation as requested by Head Office.
• Keep the claims register up to date.

3. Client Cancellations:

• Advise clients on the cancellation process and the potential disadvantages.
• Retain policies by proposing alternative options, such as loans or partial surrender paid-ups.
• Inform the relevant Sales Manager of the intended cancellation for retention purposes.
• Follow the standard cancellation procedure upon the client's request.

4. Demutualization Process Administration:

• Capture client information accurately.
• Inform clients of the status of their shares.
• Update client information in the AIMS systems.
• Register and forward relevant documentation to Head Office.

5. Office Administration:

• Manage mail and fax communications.
• Prepare statistical reports as required.
• Assist with data capturing when necessary.
• Encourage clients to complete satisfaction surveys.

6. Fit and Proper Requirements:

• Adhere and comply with FSB board notices in terms of FAIS.
• Maintain proper documentation and filing procedures.
• Keep record systems up to date.
• Ensure the proper filing and retention of docume...
  
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