Senior Clerk

AVBOB South Africa; Centurion; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A prominent insurance company is seeking customer-oriented individuals for their Call Centre team in Centurion. You will receive and handle policy inquiries and follow up on claims. This role values self-reliance and communication skills, offering a competitive compensation package along with opportunities for employee development. Ideal candidates should be able to manage multiple tasks effectively within a call center environment.

Benefits

Competitive compensation package

Employee development opportunities

Qualifications

• Strong communication skills for telephone inquiries.
• Ability to manage multiple tasks in a call center environment.
• Experience handling customer policy inquiries.

Responsibilities

• Receive and handle telephone policy inquiries.
• Follow up on outstanding requirements regarding claims.
• Provide feedback on outstanding accounts.

Skills

Customer-oriented

Self-reliant

Communication

Job description

Our Call Centre Department is looking for Customer Orientated and self-reliant individuals to join their 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.