Senior Clerk: Client Services (Pretoria CBD)

Gauteng, Full Time

Key Performance Areas:

Welcome and assist clients with short inquiries
Register clients on the queue management system
Issue clients with ticket inquiry
Communicate any requirements to clients
Register and refer clients to funeral arrangement office
Provide policy info to a clients
Refer and direct clients to consultants for enquiries
Communicate and delays and system problems to waiting clients
Policy updating

Client Services

Achieve the customer service matrix for individual service time and the department waiting times
Archive the voice of the customer target – customer feedbacks – Verify and updated clients personal information for any inquiry
Assist all walk-in clients with loans, Surrender, Reinstatement, Correspondence, Endorsement, Payment of policies etc.
Receive and assist walk –in client with inquiries in line with the client services policy and procedure and or refer to other department .etc new policies, group schemes, debtors and claims.
Utilise resources and obtain necessary knowledge and skills to handle and complete enquiries.
Retain client for cancellations of policies.
Register all clients’ inquires on XD 150
Refer inquiries to the relevant department
Correctly interpreted written /verbal requests and action accordingly in line with the policy and procedure of the department.
Additions a lives to a policy
Add a children
Removal of lives
Remove child
Duplicate a policy (Provide a copy of the policy to the client)
Providing the policy values to a client or their broker
Paid up RSA
Cash back
Avbob reward account
Conversion Quotation


Assist clients to complete cash claim documents
Communicate all required documents to clients
Communicate all outstanding documents to the clients

Premium collection/Banking

Collect cash from clients for premium payments and issue
Prepare cash reconciliation for banking daily

Premium Administration

Assist clients with changes regarding their debit order, stop orders or cash payment methods
Refunds of premiums
Stop payments

New Business

Refer new business to direct marketing

Group Schemes

Refer queries and claims to consultant in group scheme department


Communicate any request for funds after a claim to debtors department

Qualification Required

RE 5
2 – 3 Years experience in Administration

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