Client Service Consultant (Paarl)

at  Metropolitan Life

INTRODUCTION

Metropolitan is one of the oldest financial services brands in South Africa. With a 126-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 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho. 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.
Visit us: www.metropolitan.co.za

REQUIREMENTS

Matric or NQF 4 equivalent
2-3 years client service administration experience
Financial services experience

ROLE PURPOSE

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.

DUTIES & RESPONSIBILITIES

• 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 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 utilize 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 email.
• Build and maintain relationships with clients and internal and external stakeholders.
• Contribute to the process of developing client service standards 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 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.
• 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.
• Implement and provide input into governance processes, systems and legislation within area of specialization.
• 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.