Policy Servicing Administrator– Core Business

Icebolethu; Durban; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Icebolethu is seeking a Policy Servicing Administrator in Durban to provide administrative support to FSP clients. The role emphasizes client care, data capture, and proficient use of Easipol and CRM systems.

Ideal candidates have 1–2+ years in policy administration, strong organisational skills, and knowledge of FAIS and FICA regulations. Grade 12 and MS Office proficiency are required; a Short-Term Insurance certificate is beneficial.

Qualifications

• Grade 12 / Matric is required.
• FAIS RE5 advantageous or willingness to obtain.
• Certificate in Short-Term Insurance (NQF4) beneficial.
• Computer literacy including MS Office and CRM systems.

Responsibilities

• Maintain healthy relationships with existing customers and build trust with potential customers.
• Support requests related to Icebolethu FSP services and products.
• Provide support to clients and customer facing staff via communication.
• Assist in resolving policy-related queries and amendments for clients.
• Coordinate and schedule orders and amendments for existing clients.
• Assist with first-line support and ticketing workflows.
• Ensure delivery of services and customer satisfaction.

Skills

Organisational skills

Customer service

Communication

MS Office proficiency

CRM systems

Data entry / data capture

Policy understanding

Problem solving

Education

Grade 12 / Matric

FAIS RE5 advantageous

Short-Term Insurance (NQF4) certificate

Tools

CRM systems

Eazipol

Funeral system

Underwriting platforms

Microsoft Excel

Job description

1. Position Details

Job Title: Policy Servicing Administrator– Core Business Department: FSP – Core Business Reports To: Business Administration Manager Location: Durban Employment Type: Full-time

2. Job Purpose

The Policy Servicing Administrator will provide comprehensive administrative support to potential and existing Icebolethu FSP clients. The role requires exceptional organisational skills, client care experience, and experience with Easipol and CRM systems. The ideal candidate will have strong attention to detail and the ability to handle multiple tasks efficiently.

3. Key Responsibilities

• Maintain a healthy relationship with existing customers and build trust with potential customers.
• Support requests associated with all Icebolethu FSP services and products.
• Provide support to clients and customer facing staff by means of communication.
• Assist in resolving all policy-related queries.
• Assist with the coordination and amendments on policies for existing clients.
• Act collaboratively to solve problems and resolve spontaneous and unique situations.
• Ensure delivery of committed services and overall customer satisfaction.
• Demonstrate leadership, responsiveness and creativity in finding solutions.
• Ensure appropriate follow-up with customers.
• Amend data on the online system and data capture of client.
• Maintain an efficient work environment.
• Screen calls, and handle requests, and enquiries.
• Assist in client retention.
• Identify new and efficient ways to manage ticketing queues and workflows.
• Provide sales and administrative support to internal and external agents.
• Assist with the coordination and scheduling of orders and amendments, upgrades and cutovers for existing clients.
• Assisting in first-line support as and when required.

4. Qualifications

Grade 12 / Matric (Required).

FAIS RE5 advantageous (or willingness to obtain).

Certificate in Short-Term Insurance (NQF4) is beneficial.

Computer literacy (MS Office, CRM systems).

5. Experience

1–2+ years in policy administration, insurance servicing, financial services, or funeral insurance.

Experience with policy management systems (e.g., Funeral system, CRM, underwriting platforms).

Customer service experience in a busy, high-volume environment

Technical Competencies

• Strong understanding of insurance products and policy lifecycle.
• Knowledge of funeral insurance processes, underwriting, lapses, reinstatements, and claims.
• Understanding of regulatory frameworks (FSCA), TCF (Treating Customers Fairly), FAIS & FICA.
• Accurate data-capturing ability and excellent recordkeeping skills.
• Ability to interpret policy wording and policy schedules.
• Experience working with Eazipol and CRM systems.
• Strong organisational and time management skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Ability to work independently and as part of a team.
• Effective communication and interpersonal skills.
• High level of integrity and confidentiality.
• Analytical and problem-solving skills.
• Ability to handle multiple tasks and meet deadlines.
• Proactive and self-motivated.