Policy Admin & Customer Success Specialist

Fnbnamibia; Pietermaritzburg; On-site; ZAR 557,000 - 667,000; Full time

Job summary

FirstRand Group in Pietermaritzburg seeks an Administration Broker to provide policy administration support to internal and external stakeholders. You will handle renewals, endorsements, and customer inquiries, aiming for first-time resolution while meeting SLA standards.

You will drive accurate administration, maintain product knowledge, upsell where appropriate, and contribute to service improvements in a fast-paced banking environment.

Responsibilities

• To provide required support and services to both internal and external stakeholders related to policy administration (e.g. renewals, policy endorsements, etc) and ensure continuous service to customers within agreed service level agreement.
• Drive product sales based on customer coverage and engage with relevant stakeholders to upsell the product.
• Adhere to organisational values and service standards and interact with and communicate with customers accordingly.
• Ensure first time resolution of customer queries or complaints.
• Take ownership of any requirements and follow up on queries handed over to other parties or areas to ensure delivery on agreed time lines and Service Level Agreements.
• Meet set turnaround times while ensuring own availability, reliability and accuracy.
• Propose improvements on internal processes that impact service levels and customer satisfaction within area of accountability.
• Understand customer's losses and engage with Insurer, customer and relevant stakeholders on suggestions to manage portfolio.
• Ensure own product knowledge and provide relevant guidance and advice to customers.
• Collect and analyse feedback to help improve customer service.
• Propose ideas to improve customer service.
• Ensure full understanding of customer needs to deliver a quality service.
• Ensure customer service solutions are aligned to the business operational plan, organisational values and service standards.
• Establish relationships with relevant individuals and departments to deliver on work expectations.
• Adhere to relevant service level agreements to build trust in the relationship.
• Execute own work in accordance with the organisational values and code of ethics.
• Comply with and adhere to identified governance and compliance standards and escalate risks for investigation and resolution.
• Investigate new ways to optimise processes and develop solutions that lead to improved service delivery and quality.
• Work with relevant processes and procedures to maintain operational efficiencies.
• Complete relevant administration, reporting and updating of information accurately and on time.
• Provide timeous reports on operations, performance and audit findings.
• Seek out regular performance feedback and put actions in place to improve and enhance performance.
• Identify activities to address own development gaps.
• Create own personal development plan and review plan with team leader or manager.
• Keep abreast of learning opportunities, changing products and trends.

Job description

FirstRand Group in Pietermaritzburg seeks an Administration Broker to provide policy administration support to internal and external stakeholders. You will handle renewals, endorsements, and customer inquiries, aiming for first-time resolution while meeting SLA standards.

You will drive accurate administration, maintain product knowledge, upsell where appropriate, and contribute to service improvements in a fast-paced banking environment.