Client Service Champion

Company: AVBOB

Location: Pietermaritzburg, KwaZulu-Natal, South Africa

Job Type: Permanent

Work Level: Skilled

Salary: Market Related

EE Position: Yes

About the Role

The Client Service Champion will work under the guidance of the Area Manager to ensure excellent client service and high client retention. The role focuses on overseeing the standards of customer service provided by administrative clerks in the area and implementing continuous improvement initiatives.

Key Responsibilities

Team Management

• Attend area meetings and report on customer service performance.
• Conduct staff meetings, create minutes, and share them with all stakeholders.
• Identify gaps in client service and develop action plans for staff improvement.
• Provide coaching and counseling to administrative staff on quality and processes.
• Recommend corrective actions for performance issues.
• Monitor and ensure tasks are completed to standard and in compliance with policy.
• Contribute to performance appraisals and training needs.
• Handle escalated enquiries from staff in a timely manner.

Customer Service

• Respond to client enquiries promptly and accurately.
• Ensure policy requests and related transactions follow company policy and are completed on time.
• Report regulatory compliance status to the Area Manager (e.g., FAIS, PoPIA, FICA, BCEA, LRA).
• Promote the Group’s policies and the principles of TCF (Trust, Confidence, and Faith).
• Oversee Voice of the Customer (VOC) and Moreki Pele initiatives.
• Track Net Promoter Score (NPS) results, contact detractors and select promoters for coaching, and report on improvements.
• Identify improvement areas and communicate them to the Area Manager.
• Standardise processes to enhance client experience.
• Stay updated on policy maintenance stages to ensure timely client requests.

Risk Management

• Prevent losses by ensuring accurate documentation and timely processing.
• Identify suspicious activity and report regularly.
• Recommend improvements to processes, systems, and policies.
• Review policy payment reconciliations for all reporting offices.

Quality Assurance & Retention

• Ensure daily non‑payment lists are extracted and shared with line managers.
• Consolidate feedback from line managers and submit to the Area Manager.

Fraud Complaints & Investigations

• Record client complaints, escalated to the Area Manager, and refer to Forensics if fraud is suspected.
• Ensure investigations are completed within one day and report outcomes.
• Maintain accurate records of investigations and feedback.

Reporting

• Prepare monthly activity reports for the Area Manager.
• Submit weekly and monthly progress reports.

General Duties

• Monitor asset registers, conduct regular verification, and report discrepancies.
• Maintain office attendance registers and store securely.
• Oversee petty cash accounts and review reconciliation reports for inconsistencies.

Requirements

Minimum Qualifications

• Grade 12 completion.
• FAIS‑recognized qualification.
• RE5; RE1 is an advantage.
• Basic computer skills (MS Office, Email, Internet).

Knowledge & Experience

• 2‑3 years in life insurance client service.
• In‑depth knowledge of insurance standards, practices and regulations.
• Experience dealing with intermediaries.
• 2‑3 years of supervisory experience.

Technical & Behavioural Competencies

• Strong interpersonal skills.
• Attention to detail.
• Excellent verbal and written communication.
• Computer literacy.
• Organisation, planning and time‑management.
• Decision making.
• Dependability and reliability.
• Conflict management.
• Teamwork.
• Initiative.
• Negotiation skills.

Application

Open until filled. Please apply through the link below.

Apply for this job