The Customer Service Consultant is responsible for delivering exceptional customer service while ensuring the accurate and efficient administration of insurance and warranty policies throughout their lifecycle.

The role serves as the primary point of contact for clients, providing support, guidance, policy administration, policy amendments, cancellations, validations, collections follow-ups, and general customer service. The incumbent is responsible for maintaining high levels of customer satisfaction while ensuring compliance with regulatory requirements, policies, and service level agreements.

Qualifications

• Minimum NQF 4 (Grade 12); a tertiary qualification will be advantageous.
• RE5 (Regulatory Examination) qualification.
• Full Qualification in Short-Term Insurance.
• Compliance with FAIS Fit & Proper criteria, including minimum experience and competency requirements.

Experience & Skills Required

• Experience within the insurance, warranty, or financial services industry.
• Experience dealing with policy amendments, cancellations, collections, and customer retention activities.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.

Key Responsibilities

Client Service Excellence

• Deliver professional, efficient, and customer-focused service via telephone, email, and written correspondence.
• Respond to customer queries within agreed service level agreements (SLAs).
• Manage customer requests from initial contact through to resolution.
• Provide accurate information regarding policy benefits, limitations, processes, and requirements.
• Handle customer complaints and escalations professionally.
• Build and maintain strong customer and stakeholder relationships.
• Achieve First Time Contact Resolution (FTCR) wherever possible.
• Ensure service delivery aligns with Treating Customers Fairly (TCF) principles.

Policy Administration

• Process policy amendments accurately and timeously.
• Capture and maintain customer information with minimal errors.
• Load and maintain policies on company systems.
• Update client policy details.
• Assist with policy validations and verification processes.
• Process policy cancellations.
• Support refund processes and debit order amendments/disputes.
• Maintain accurate customer records and documentation.

Retention & Customer Engagement

• Perform customer retention activities for clients wishing to cancel policies.
• Contact customers regarding missed premiums and arrange alternative collection dates.
• Identify opportunities to retain customers through effective engagement and needs analysis.
• Promote suitable products and solutions based on customer requirements.
• Support customer loyalty and long-term relationship building.

Operational Support

• Assist internal departments with policy-related queries and amendments.
• Support validation processes.
• Assist with debit order disputes and payment queries.
• Provide support to operational departments as required.
• Assist with administrative projects and initiatives.
• Stand in for administrative functions when required.

Compliance & Governance

• Ensure compliance with FAIS requirements and operational policies.
• Adhere to regulatory requirements and procedures.
• Protect customer information in accordance with POPIA requirements.
• Maintain accurate records and audit trails.
• Support quality assurance and compliance monitoring activities.