- Servicing and amendments of domestic policies - Claims specialist (follow through entire process) - Binder intermediary - Renewals and reviews of domestic policies - Loading of payments - Applying discounting on policies - Queries on domestic and commercial policies- Record all information on CRM, FAZ, System A- Policy maintenance- Generating referrals from existing 1.618 clients- Dealing with admin functions linked to the short-term division- Registering, validating and completing claims- Managing the Vitality Drive benefit and assisting client to reach engaged andadvanced status- Internal broker intermediary

To assume the role of a client servicing consultant within the call centre environmentTo represent the Alexander Forbes brand when dealing with clients telephonically.To be a customer centric individual and ensure that you are always professional courteous and helpful when dealing with clients telephonicallyLevel of Operation Accountability To provide a service to clients at all timesKey Performance Area Input (method used) 1. Clients servicing • Keeping abreast with changes made by Department of health and RAF.• Effectively handling and resolving of client queries.• Handling of inbound and outbound calls 2. Quality management • Accurately processing of all required information• Ensure accuracy in capturing of accident and admissions details• Achieving monthly set service levels 3. General administration • Constantly checking and updating the fax system• Updating of the electronic log books daily( per shift) 4. TCF • To be a customer centric individual and ensure that you are always professional , courteous and helpful when dealing with clients both internal and external.• Living the AF values & making positive contributions to the Team Technical and behavioral competencies Behavioral Skills • Willing to go the extra mile, show initiative and take ownership. • Disciplined • Proactive / takes initiative• Critical thinking • Self motivated • Time keeping/punctuality• Accuracy / attention to detail• Ability to communicate effectively with colleagues and management• A definite team player with the ability to work independently when required• Ability to work under pressure (high stress tolerance)• Excellent soft skillsAdditional Inherent Requirements• Strict time keeping• Office hours on shift basis• Customer centric individual

Head up a team of customer services agentsProvide client with information relevant to callResolve queries on first contact, or agreed SLAFollow up on queries on a daily basisCommunicate results to query originator and close queriesEnsure interactions are concluded to QA requirements and all quality criteria are adhered toEnsure relevant scripts are used at all times, if applicableEnsure that the relevant product knowledge is applied to all customer interactionsTransfer of calls to relevant dept. according to internal criteria

Provide client with information relevant to callResolve queries on first contact, or agreed SLARecord all activity on CRM or relevant systemFollow up on queries on a daily basisCommunicate results to query originator and close queriesEnsure interactions are concluded to QA requirements and all quality criteria are adhered toEnsure relevant scripts are used at all times, if applicableEnsure that the relevant product knowledge is applied to all customer interactionsTransfer of calls to relevant dept. according to internal criteria

Attend to all inbound calls according to internal criteriaAssist clients with all queries related to credit cardsAccount maintenance, closure, refunds, updating of client information and query handlingFollow up on unresolved client queries