Client Services Representative

Summary

Deliver superior service and experience in every interaction with the Company’s clients consistent with the objectives of the Division. Provide prompt and accurate information as requested. Process financial transactions and policy changes speedily and accurately.

Responsibilities

• Interview clients requesting funds and advise them of the amounts available:

  • • Assist with the completion of forms.
  • • Take the necessary steps to properly identify policyholders.
  • • Maintain client retention initiatives to dissuade policyholders from surrendering policies as well as persuade them to purchase additional coverage where necessary.
  • • Introduce clients to other products offered within the group.
  • • Complete documentation for reinstatement of lapsed policies and arrange the assignment of servicing agent where applicable.
  • • Process clients’ queries appropriately through other units or departments as required.
  • • Log detailed summary of all interactions with clients on the Service Centre portal including instances of complaints.
• • Provide information to Employee Benefits and Individual Life clients on claim and policy status, loans, dividend and fund balances.
• • Input data to generate policy benefit payments for virtual and walk-in clients, transactions initiated in branches and received by mail.
• • Ensure all pertinent data relating to the clients are collected at the time of interaction.
• • Process all policy changes via the Workforce Management System (P360) and provide feedback to internal/ external clients as appropriate.
• • Perform other job-related duties assigned from time to time.

Required Knowledge, Skills and Competencies

• • Excellent attitude to client service and teamwork.
• • Ability to communicate effectively both orally and in writing.
• • Demonstrable persuasiveness, empathy and tact.
• • Sound knowledge of computer software packages including word processing and spreadsheet applications.

Preferred Qualifications

• ★ Bachelor’s degree in Business Administration, Management Studies, Marketing or a related discipline from a recognized tertiary institution.
• ★ Successful completion of the ACS designation or other industry specific certification.
• ★ At least two (2) years’ working experience within the insurance industry.

Additional Information and Instructions