Job Description

To provide required support and services to both internal and external stakeholders related to policy administration (e.g. renewals, policy endorsements, etc) and ensure continuous service to customers within agreed service level agreement.

​Job Responsibilities:

Drive product sales based on customer coverage and engage with relevant stakeholders to upsell the product Adhere to organisational values and service standards and interact with and communicate with customers accordinglyEnsure first time resolution of customer queries or complaints Take ownership of any requirements and follow up on queries handed over to other parties or areas to ensure delivery on agreed timelines and Service Level AgreementsMeet set turnaround times while ensuring own availability, reliability and accuracyPropose improvements on internal processes that impact service levels and customer satisfaction within area of accountabilityUnderstand customer's losses and engage with Insurer, customer and relevant stakeholders on suggestions to manage portfolio Ensure own product knowledge and provide relevant guidance and advice to customers Collect and analyse feedback to help improve customer servicePropose ideas to improve customer serviceEnsure full understanding of customer needs to deliver a quality serviceEnsure customer service solutions are aligned to the business operational plan, organisational values and service standardsEstablish relationships with relevant individuals and departments to deliver on work expectationsAdhere to relevant service level agreements to build trust in the relationshipExecute own work in accordance with the organisational values and code of ethicsComply with and adhere to identified governance and compliance standards and escalate risks for investigation and resolutionInvestigate new ways to optimise processes and develop solutions that lead to improved service delivery and qualityWork with relevant processes and procedures to maintain operational efficienciesComplete relevant administration, reporting and updating of information accurately and on timeProvide timeous reports on operations, performance and audit findingsSeek out regular performance feedback and put actions in place to improve and enhance performanceIdentify activities to address own development gapsCreate own personal development plan and review plan with team leader or managerKeep abreast of learning opportunities, changing products and trends

Minimum Requirements:

3+ yrs experience in Commercial and Personal LinesRelevant Diploma and/or a tertiary DegreeRE 5 CertificateDOFA statement – dated not longer than 3 monthsCopies of qualifications completedProduct specific trainingCertificates for CPD hours completed, for the 3-year cycle e.g 1 June 2022 to 31 May 2022, 1 June 2023 to 31 May 2023 and 1 June 2024 to 31 May 2024

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

20/11/24

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.