Customer Care & Policy Support Specialist

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

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.