Senior Clerk

AVBOB South Africa; Centurion; On-site; ZAR 180,000 - 240,000; Full time

Job summary

AVBOB South Africa is seeking a customer oriented individual to join our Retention Administration Team. You will support policy retention, maintenance and client service processes to ensure active policy management in line with company procedures.

The role focuses on investigating policy discrepancies, addressing arrears, reinstatements and payment method changes, and delivering accurate policy information to clients by phone and email.

Qualifications

• Role requires strong customer service orientation.
• Excellent written and verbal communication skills.
• Ability to work in a team and maintain professionalism.

Responsibilities

• Investigate and analyse discrepancy reports related to arrears and policy maintenance.
• Assess retention opportunities to preserve existing policies.
• Investigate and reinstate lapsed policies following reinstatement rules and approvals.
• Monitor cash payment trends and adjust payment methods.
• Verify banking details and update payment methods on policies.
• Provide training and guidance to new clerks and assist onboarding.
• Ensure timely client replies and follow-ups via phone and email.
• Provide supervisors with regular reporting on outcomes and performance.
• Ensure compliance with procedures, premium debt rules, reinstatement requirements, and audits.
• Support operational development and daily activities.

Skills

Customer oriented

Excellent communication skills

Job description

We are looking for a customer orientated individual with excellent communication skills to join our Retention Administration Team. You will be responsible for supporting policy retention, policy maintenance, and client service processes to ensure the effective management of active policies. The role focuses on investigating policy discrepancies, attending to arrears, reinstatements, payment method amendments, premium debt applications, and client communication in line with company procedures and compliance requirements.

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

• Investigate and analyse discrepancy reports relating to arrears, cash payments, debit order non-payments, and policy maintenance in accordance with company policies and procedures.
• Assess and implement retention opportunities to preserve existing policies and minimise policy lapses.
• Investigate and reinstate lapsed policies in accordance with reinstatement rules, approved timeframes, and compliance requirements
• Monitor recurring cash payment trends and amend payment methods.
• Verify updated banking details and ensure accurate payment method maintenance on policies.
• Provide training, guidance, and support to new clerks and assist with onboarding and operational development.
• Ensure daily and weekly client replies and follow-ups are attended to within required turnaround times.
• Provide professional and accurate policy information and updates to clients via telephone and email. Assist with client call-backs, follow-up queries, and policy-related communication to ensure effective service delivery and client satisfaction.
• Provide supervisors with daily, weekly, and monthly feedback and reporting on work completed, discrepancies resolved, and operational performance.
• Ensure compliance with company procedures, premium debt rules, reinstatement requirements, and audit standards always.
• Investigate and reinstate lapsed policies in accordance with reinstatement rules, approved timeframes, and compliance requirements.