Service Consultant: Life Insurance

iMasFinance Co-operative (Ltd); Mpumalanga; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A financial services company in KwaZulu-Natal is seeking a candidate to provide administrative and customer service support to the Life Insurance team. The successful applicant will manage member queries, perform administrative tasks, and ensure compliance with industry regulations. Candidates should have a Matric certificate and experience in a Contact Centre, preferably in life insurance administration.

Qualifications

• 1–2 years’ experience in a Contact Centre, preferably in life insurance administration.

Responsibilities

• Handle member queries including refunds, claims, policy adjustments.
• Deliver outstanding customer service to maintain policyholder satisfaction.
• Perform day-to-day administrative tasks to support the team.
• Conduct quality assurance checks on new business applications.
• Engage in proactive communication with members to retain policies.
• Adhere to FSCA regulations and internal company policies.
• Compile and submit reports required by management.

Skills

Proficient in MS Office (Word, Excel, Outlook)

Strong time management and organizational abilities

High attention to detail and accuracy

Excellent customer service and problem-solving skills

Clear verbal and written communication

Strong interpersonal and relationship-building skills

Persuasive negotiation abilities

Education

National Senior Certificate/Senior Certificate (Matric)

Higher Certificate, Diploma or Degree in Business Administration

FAIS credits on NQF Level 4

RE5 (Representative Exam) certification

Job description

At iMas Insurance Brokers, we are committed to driving transformation and diversity in the workplace. In support of our transformation strategy, preference will be given to candidates from designated groups.

JOB PURPOSE

To provide comprehensive administrative and customer service support to the Life Insurance team, ensuring smooth departmental operations. The successful candidate will collaborate closely with the Financial Advisory Services team within the Nelspruit branch providing support to the Provincial Sales Managers (PSMs), Financial Advisors (FAs), and Independent Contractor (Brokers) to deliver high-quality service to policyholders and uphold compliance standards.

JOB OUTPUT

Client Services

• Handle member queries including refunds, claims, premium and policy adjustments, cancellations, and amendments.
• Deliver outstanding customer service to maintain and enhance policyholder satisfaction and retention.
  

General Administration

• Perform day-to-day administrative tasks to support the team’s operations.
• Assist with document management and correspondence

Processing New Business
• Receive, register, and submit new business documentation to the insurer.
• Conduct quality assurance checks on all new business applications to ensure accuracy and compliance.

Retention and Conservation
• Engage in proactive communication with members to retain policies and reduce lapses.
• Support policy conservation initiatives.

Compliance and Risk Management
• Adhere to FSCA regulations and internal company policies.
• Execute required actions to mitigate fraud and operational risk within specified timeframes.

Document Management
• Scan and electronically archive new business and client service documents using FAS.

Back Office Support
• Provide administrative and operational support to PSMs, FAs, and brokers.

Reporting

• Compile and submit weekly and monthly reports as required by management.
  

QUALIFICATIONS & EXPERIENCE:

• National Senior Certificate/Senior Certificate (Matric) (Required)
• FAIS credits on NQF Level 4 (Advantageous)
• Higher Certificate, Diploma or Degree in Business Administration (advantageous)
• RE5 (Representative Exam) certification (Advantageous)
• 1–2 years’ experience in a Contact Centre, preferably in life insurance administration.

KNOWLEDGE & SKILLS

• Proficient in MS Office (Word, Excel, Outlook)
• Strong time management and organizational abilities
• High attention to detail and accuracy
• Excellent customer service and problem-solving skills
• Clear verbal and written communication
• Strong interpersonal and relationship-building skills
• Persuasive negotiation abilities