Customer Service Consultant - Short Term Insurance (KZN)

Job title : Customer Service Consultant - Short Term Insurance (KZN)

Job Location : KwaZulu-Natal, Durban Deadline : May 22, 2025

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Job Purpose

Obtain and capture information from insured or designated persons to settle claims with the insurance carrier. Assist with administrative amendments, provide information and insights on policies, additional benefits, and up-sell products to customers.

Responsibilities

Customer Management (External and Internal)

• Manage customers by carrying out standard activities and providing solutions for first call resolution and completion of customer requests according to required standards.

Customer Needs & Analysis

• Ask questions and probe for clarity to gather relevant information to resolve customer requests.

Up-sell Customer Propositions

• Identify products or services that best meet the customer's needs, explain the options, and influence purchase decisions.
• Respond to routine requests via phone or email, and handle unusual requests by customizing responses using templates.

Operational Compliance

• Develop knowledge of organisational policies, procedures, and relevant regulatory codes, adhering to mandatory procedures to meet standards.

Administration

• Update policy information (e.g., address, policyholder details, banking details) and assist customers with policy-related requests, ensuring compliance with policies, rules, and SLAs.

Personal Capability Building

• Participate in assessment and development activities, and stay informed on technology, regulations, and industry practices through ongoing education and training.

Work Scheduling and Operational Compliance

• Work according to an assigned schedule and follow mandatory procedures to ensure quality and compliance with internal and external standards.

Education

• Grade 12 / SAQA Accredited Equivalent (Essential)
• FAIS and RE5 qualifications (Essential)
• Class of Business – product knowledge (Essential)