Client Services Consultant - Caledon
Job Status: Active ✓
|Job Type||Full Time|
Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa’s people through affordable financial solutions that create financial growth and security.
Metropolitan operates in South Africa, but the brand is also present in 9 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland.
Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.
Render a comprehensive service to clients, processing all the administrative tasks according to agreed standards and turnaround time’s thereby improving client retention and repeat business opportunities.
Matric or NQF 4 equivalent
2 years client service administration experience
RESPONSIBILITIES AND WORK OUTPUTS
Accurately capture client information on the relevant system.
Execute client requests within the agreed timeframes, quality standards and legislation.
Handle all the administrative tasks according to agreed standards and turnaround times.
Engage with client in a client centricity manner in order to improve client retention and repeat business activities.
Resolve client queries and follow up to ensure queries are resolved timeously and effectively.
Ensuring accurate completion of documentation as per service level agreement in order to meet client needs.
Effectively utilise client service interactions to improve client retention and repeat business activities.
Effectively use administration systems to ensure accuracy of documentation
Providing effective, efficient and professional service to all our clients and offices, both telephonically and through written correspondence
Handling of urgent complex enquiries and requests received telephonically and via fax/ email
Ensuring client service level agreements are met and exceeded.
Compile and check the relevant document to process payments and policy amendments within service agreement and authority levels.
Capture of new business appplications
Build and maintain relationships with clients and internal and external stakeholders
Contribute to the process of developing client service standards in order to ensure clients receive clear and accurate information and are kept informed at all times
Manage the delivery on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed
Make recommendations to improve client service and fair treatment of clients within area of responsibility
Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
Process the relevant policy transactions per client interaction.
Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
Positively influence and manage change and offer specialist support where required.
Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
Take ownership for driving career development
Contribute to the development of area specific budgets to minimise expenditure, in alignment with operational plans.
Identify solutions to enhance cost effectiveness and increase operational efficiency.
Implement and provide input into governance processes, systems and legislation within area of specialisation.
Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes
Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.
Client/ Stakeholder Commitment
Drive for Results
Leads Change and Innovation
Motivating and Inspiring Team
Impact and Influence
Self-Awareness and Insight
Diversity and Inclusiveness