Client Service Consultant

Requirements

• Matric (Essential)
  
• RE5 Qualification (Essential)
  
• FAIS-compliant (Relevant qualification)
  
• Class of Business (Preferred)
  
• Minimum 2 years Retentions/Client Care/ Sales experience (Insurance experience preferred)
  

• At least 2 years of experience in a client service or client-facing role.
  
• Experience in the insurance or financial services industry is preferred.
  

• Provide professional, efficient, and customer-focused service across all client interactions.
  
• Handle inbound and outbound and different channel customer enquiries relating to policies, premiums, benefits, amendments, and general servicing requests.
  
• Process policy amendments, and other servicing requests accurately and within agreed service levels.
  
• Resolve customer queries and complaints promptly, ensuring a positive customer experience while adhering to company policies and regulatory requirements.
  
• Educate clients on the client's products, policy benefits, and processes to ensure they have a clear understanding of their cover.
  
• Maintain accurate and up-to-date customer records on the CRM and policy administration systems.
  
• Monitor and manage customer cases through to resolution, providing regular updates where required.
  
• Identify opportunities to improve the customer experience and escalate recurring issues or process improvements to management.
  
• Ensure all customer interactions comply with FAIS, TCF, POPIA, and all applicable regulatory and company compliance requirements.
  
• Meet individual and team service level agreements (SLAs), quality assurance standards, and productivity targets.
  
• Contribute to a collaborative team environment by sharing knowledge, supporting colleagues, and consistently demonstrating clients' values and commitment to service excellence.