Provide expertise and advice to clients while under supervision.Building relationships with internal Insurance departments to ensure superior service is offered to clients.Keeping up-to-date with competitor product and service offering and industry developmentsIssuing of quotations to existing clients as well as potential clientsIdentify the needs of clients and provide the necessary supportKeeping accurate records of all enquiriesTo liaise with customers to ensure they are kept up-to-date with the progress of their service.Negotiate with Insurers regarding the level of business and servicing requirementsPromote our client's products and solutions through marketing presentations and trainingEstablish and maintain business relationships to grow market share with existing brokersEnsure that our client's processes and policies are adhered to at all times and represent the company in a professional, business-like mannerMarketing drives to secure profitable, Customer Improvement & other opportunitiesMaintain productive levels with acceptable quality of business and manage the risk of such businessDeliver training to new Consultants to ensure their understanding of our client's products and servicesContinuously monitor turnaround times and quality standards and resolve issues speedily to enhance customer service delivery.To assist with the development and implementation of company procedures and policiesTo be a first point of contact for customers, Insurers and CRM's, answering telephone calls and emails;Drive customer service delivery goal achievement in line with predefined standards in order to ensure that customers receive appropriate advice and after-sales serviceEnsure that customer queries are used as a mechanism to improve customer service and business processes

Executing client and broker requests.Resolve insurance related queries and complaints from customers.Processing over insurance, dual insurance, vacant, bond closed, difference in premium and Omins refunds,Ensuring proper and updated schedules are forwarded to clients, preparing, and sending of claims history, tax invoicesand policy information to brokers.Ensuring amendments of details are actioned.Ensure all targets are met, adhere to all operating processes and procedures to avoid professional indemnity exposureand reputational risk, adherence to scheduled times and achieve compliance of 92%.Ensure all queries/complaints and escalations received are resolved efficiently within laid-down time frames, as per theservice level agreements.To meet legislative and compliance requirements by understanding the risks associated with internal and externalcustomer queries.Investigating and analysing customer’s portfolios before performing refunds and motivating for losses.Categorizing and allocating work to the team.Updating daily productivity stat sheets.Annotating clauses for endorsements made on the policy.Liaising with and maintain good relationships with partners such as home loans, underwriters, brokers, various internaland external departments like complains, Omins, claims and others.Ensuring compliance training is always done and up to date.Sharing the same space and reporting lines with the Omins team.

Handling cover confirmations that were emailed to dealerships for the client’s vehicles to be released.Prepared quotes for clients.Handle daily workflow.Ensuring work was processed within the agreed SLA times.Assisted the servicing department with taking of calls to help keep the abandonment rate was kept low, that entailedtaking messages for clients that wanted advice on their policies or cancellation and provided factual policy information,amended banking details updated certain details on the policy that had no impact or effect on the premium.Send tracker leads, filtered calls for new business to sales. assist workforce management to plan and schedule staff.Monitored planned and unplanned events for optimal service level achievement.Collected and compiled team stats. assisted with scheduling of the Saturday roster on a monthly basis. allocated callout work to consultants.Adhered to scheduled times and achieved compliance of 95%.To assist with the development and implementation of company procedures and policies

Assessments of life claims over two years (death and retrenchments).Ensure that all claims submitted for payments were valid.Handle daily workflow process in terms of the company’s laid down processes.Compiling of daily assessed stats.Call for additional claim related documents were necessary to assess the validity of a claim.Ensuring all claims have undergone administration procedures.Synopsizing of claim information to decide and load onto the maven system.Liaise and provide explanations to clients and branches on relevant claim matters and ensure claims turnaround times are met.Ensuring daily dairy management, fraud detection and on the floor savings and assisting credit life servicing department with taking of calls during their meeting.Client checks and confirmation

Ensure that all clients servicing and claims queries are dealt with timeously.Take customer calls and provide accurate, satisfactory answers to their queries and concernsEffectively assist branches with voice loggings/queries.Provide information and generate interest on the company’s products, benefits or services and generate.Personal development through involvement in training.Ensure favorable CEBS rating by promoting quality customer service.Advising the clients of claims processes requirements and procedures.Complete call logs and reportsManage & update customer databasesFollow-up on customer callsBoost customer loyalty by offering a proper experience over the phoneRoute calls to other team members whenever neededMake relevant notes from customer interaction

Ensure that all clients servicing and claims queries are dealt with timeously.Take customer calls and provide accurate, satisfactory answers to their queries and concernsEffectively assist branches with voice loggings/queries.Provide information and generate interest on the company’s products, benefits or services and generate.Personal development through involvement in training.Uphold relationships and communication with insurance departments and clients.Organize and present claim review plans.Advising the clients of claims processes requirements and procedures.Resolve claims in a timely manner.Complete call logs and reportsManage & update customer databasesFollow-up on customer callsBoost customer loyalty by offering a proper experience over the phoneRoute calls to other team members whenever neededMake relevant notes from customer interaction

Document all call information according to standard operating proceduresIdentify and escalate issuesProcess orders, forms, and applicationRoute calls to appropriate resourcesEnsure that all clients servicing and claims queries are dealt with timeously.Take customer calls and provide accurate, satisfactory answers to their queries and concernsEffectively assist branches with voice loggings/queries.Provide information and generate interest on the company’s products, benefits or services and generate.Personal development through involvement in training.Uphold relationships and communication with insurance departments and clients.Organize and present claim review plans.Advising the clients of claims processes requirements and procedures.Resolve claims in a timely manner.Recognize, document, and alert the management team of trends in customer callsComplete call logs and reportsManage & update customer databasesFollow-up on customer callsBoost customer loyalty by offering a proper experience over the phoneRoute calls to other team members whenever neededMake relevant notes from customer interaction

Data CapturingFilingInbound & Outbound Call CentreCustomer Liaison (Front Desk)Premium AllocationPre-AssessingDocument Routing