Clerk

AVBOB South Africa; Centurion; On-site; ZAR 120,000 - 180,000; Full time

Job summary

AVBOB South Africa is seeking motivated call centre staff to handle policy enquiries, assist with new business requirements, and provide information to clients and brokers. The role includes processing policy changes, payments, and claims support with a focus on compliance and accurate recordkeeping.

Ideal candidates are customer oriented, self-reliant, and capable of working under supervision if not yet FAIS accredited.

Qualifications

• Customer oriented and self-reliant

Responsibilities

• Receive and handle telephone policy enquiries in Call Centre department and action accordingly.
• Address all outstanding requirements on new applications in New Business.
• Provide enquiry numbers on claims to branches.
• Follow-up on outstanding requirements for unpaid claims.
• Refer leads to the Direct Marketing Department.
• Provide feedback on outstanding accounts and refunds in debtors.
• Follow-up on non-payments of premiums, default payments and incorrect deductions.
• Add a life to a policy (Not for PERSAL or Department of Defence).
• Add a child to an existing policy (Not for PERSAL or DOD).
• Remove a life (Not for PERSAL or DOD).
• Remove child (not the removal of the child benefit entirely).
• Duplicate a policy (send a copy of the policy to the client).
• Provide policy values to a client or their broker with client authorization.
• Record all consents in the system for visibility by call centre agents.
• Policy information is provided only if the client has a single AVBOB policy.
• Paid up RSA and inflation related actions.
• Reinstatements and cessions.
• Hard copy of a cession may be required as a legal document.
• Stop payments.
• Other loans when changing payment method.
• Security questions must be in place that are not just contact detail confirmations.
• Call Centre agents must be category B FAIS accredited.
• Unaccredited agents must work under supervision with a qualified contact.

Job description

We are looking for Customer Orientated and self-reliant individuals to join our Call Centre team.

You will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package. You will be joining an organisation that values employee development and rewards excellent performance.

Your Responsibilities Will Include The Following

• Receive and handle telephone policy enquiries in Call Centre department and action accordingly.
• Address all outstanding requirements on new applications in New Business.
• Providing enquiry numbers on claims to branches.
• Follow-up on outstanding requirements in terms of unpaid claims
• Refer leads to the Direct Marketing Department.
• Provide feedback on outstanding accounts and refunds in debtors.
• Follow-up on non-payments of premiums, defaults payments and incorrect deductions.
• Add a life to a policy (Not for PERSAL or Department of Defence (DOD).
• Add a child to an already existing child benefit (Not for PERSAL or DOD).
• Remove a life (Not for PERSAL or DOD).
• Remove child (as long as it is not the removal of the child benefit completely and not for PERSAL or DID).
• Duplicate a policy (send a copy of the policy to the client).
• Providing the Policy values to a client or their broker (the client can give authorization for a broker to get access on the phone).
• All instances of consent need to be recorded on the system so that the call centre agents can see earlier consents provided.
• Policy info for clients.
• All instances of consent need to be recorded on the system so that the call centre agents can see earlier consents provided.
• The Call centre may only provide policy information to a client when that client has a single policy with AVBOB.
• Paid up RSA (reduced some assured).
• Inflation.
• Reinstatements.
• Cessions.
• The client will still have to send us a hard copy of the cession as this is a legal document.
• Stop Payments.
• Other loans (when you change your payment method).
• These changes may only be done once the following is in place:
• The introduction of security questions that are not a confirmation of the client’s contact details.
• Call Centre agents must be category B FAIS accredited.
• Where the call centre agent is not yet accredited they need to be working under supervision with the appropriate contact in place and under the supervision of an accredited Key Individual.