Customer Account Executive

Rand Mutual - RMA; Parktown (NC); Hybrid; USD 26,000 - 39,000; Full time

Job summary

Rand Mutual Assurance is seeking a Customer Account Executive to grow RMA’s lives across the full-stack of products. You will engage targeted employers with a compelling value proposition, handle client service queries, and visit clients to assist with Return on Earnings submissions while driving customer loyalty and satisfaction.

The role includes providing product, process, and technical support, identifying upsell opportunities, following up on referrals, and collaborating with training teams

Qualifications

• NQF Level 6: Diploma in Insurance or a related field.
• Experience in short-term/medical/long-term insurance is preferred.
• 2-3 years’ experience in sales, customer service or claims in an insurance environment.

Responsibilities

• Grow the number of lives by promoting RMA products to employers.
• Provide first line product, process and technical support to customers.
• Identify upselling and cross-selling opportunities during ongoing engagements.
• Follow up on leads and referrals from customer engagement.
• Maintain adherence to TCF principles and report any transgressions.
• Coordinate with Stakeholder Training Consultants to identify training needs.
• Provide service on Return of Earnings, renewal, and claims processes to ensure satisfaction.
• Coordinate RMA service teams for the benefit of employers/members.

Skills

Strong selling abilities

Customer centricity

Multilingual

Excellent verbal communication and WR

Data interpretation

Report writing

Travel for business

Administrative skills

Presentation skills

Education

Diploma in Insurance

Tools

Outlook

Excel

Internet

Job description

THE JOB AT A GLANCE

As a Customer Account Executive, you will be responsible for growing the number of lives on the full-stack of products through effective customer engagement and the positioning of a value proposition to the targeted employers to move to RMA. The incumbent will be required to manage and resolve client services queries and visit clients to assist with the submission of the Return on Earnings. The Customer Account Executive will also be responsible for improving customer experience by addressing customer pain points and contributing to high levels of customer satisfaction and loyalty.

Job Description

As a Customer Account Executive, you will be responsible for growing the number of lives on the full-stack of products through effective customer engagement and the positioning of a value proposition to the targeted employers to move to RMA. The incumbent will be required to manage and resolve client services queries and visit clients to assist with the submission of the Return on Earnings. The Customer Account Executive will also be responsible for improving customer experience by addressing customer pain points and contributing to high levels of customer satisfaction and loyalty.

What You Will Do

Growing the RMA business lives, handling and resolving service-related queries:

• Provide a value proposition to the employers to enable the transfer and move to RMA
• Understand the RMA products and promote RMA products and generate leads for RMA Sales and Distribution
• Provide first line product, process and technical support to customers
• Identify up-selling and cross-selling opportunities through ongoing engagements with customers by explaining product benefits to potential customers
• Follow up on leads and referrals as received from customer engagement
• Ensure adherence to TCF principles and report any transgressions
• Participate in ad hoc assignments as per role requirements

Liaising and maintaining good relationships with all the employers:

• Follow up on customer by engaging with the relevant stakeholders to identify whether all issues have been resolved
• Set up continuous sessions with the client to build relationship but more importantly to ensure that RMA is providing the right service.

Address customer service and satisfaction issues promptly:

• Conduct customer satisfaction surveys, identify and close any gaps identified
• Address customer service and satisfaction issues promptly
• Conduct a root cause analysis of customer pain points/service failures by analysing trends and identifying areas of improvements
• Ensure customers always receive professional communication regardless of the channel used
• Identify areas of improvement on the system to ensure timeous communication with customers
• Conduct customer satisfaction surveys, capture information received from surveys and share relevant feedback with sales for action
• Assist in projects aimed at transforming customer experience
• Ensure customer contact details are updated on the system.

Identify training requirements and organise with the Stakeholder Training Consultants:

• Identify training requirements and organise with the Stakeholder Training Consultants.

Providing first line product, process and technical support to customers:

• Provide a service to clients, including support on the Return of Earnings, manage and report on the RMA processes including Renewal process, claims process, to ensure customer service and satisfaction, productivity and cost control in comparison with targets set
• Act as an intermediary by coordinating different RMA service team, including training, claims and any other related services for the benefit of the employers/members
• Manage the Office honestly, follow high ethical standards, and comply with all Company policies and procedures
• Deal the appropriate authorities on matters regarding RMA services.
• Carry out all office planning on a regular basis, as issues arise, or in advance of anticipated needs
• Ensure timely submission of various periodical reports, highlights of the previous month’s reports
• Ensure proper housekeeping, safety and security of the Rand Mutual Properties.
• To ensure that the Office assets are in a proper condition including ensuring control over movement of same through logbooks and that they are used for official purposes only
• Communicate effectively with other Departments and Middle Managers by sharing information on effective practices, competitive intelligence, business opportunities and needs

What You Will Get In Return

We offer great opportunities for personal and professional development in a stable company that’s 132 years strong. The role comes with a competitive salary package and various benefits. Flexible work arrangements (combination of remote and in the office). Furthermore, you will be a part of a dedicated group of colleagues who value teamwork and collaboration.

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. Kindly note that should you not receive a response within 21 days please consider your application unsuccessful.

Closing date:

3rd June 2026

Our Commitment to transformation

In accordance with the employment equity plan of Rand Mutual Assurance and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.

Job Requirements

What You'll Bring To The Table

• NQF Level 6: Diploma in Insurance or a related field
• Experience within the Short-term insurance / Medical Insurance or Long-term Insurance field
• 2-3 years’ experience in sales, customer service or claims within an insurance environment would be preferable
• Experience in selling and growing business, sales and generating of leads
• Experience in managing customer relationships
• Experience in handling customer complaints
• Experience administering customer and service satisfaction surveys
• Sound knowledge of COID and Life Insurance products
• Knowledge of insurance value chain
• Knowledge of industry regulations, e.g. POPI, COIDA, TCF, etc.
• Good understanding of the customer experience value chain
• Computer Literacy: Particularly using Outlook, Excel spreadsheets and the Internet
• Data interpretation and report writing skills
• Must be able to travel for business related matters
• Customer centricity
• Strong selling abilities
• Multilingual
• Ability to check work accurately
• Administrative skills
• Good self-image (Presentable)
• Ability to interface with clients and staff
• Excellent verbal communication and writing skills
• Ability to work under pressure and meet deadlines
• Good presentation skills and ability to interact with middle and senior management.