Description:
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. Documentation and filing procedures
? Keep record systems up to date
? File and keep documentation for a period as required
by the legislation