Company: Confidential – Life Insurance Sector
Location: Pietermaritzburg, Kwazulu Natal
Job Type: Permanent
Reference Number: CSC/PMB
Industry: Financial Services / Life Insurance
Work Level: Skilled
Salary: Market Related
EE Position: Yes
Closing Date: Open until filled
About the Company
Join a well-established life insurance company with over 100 years of history, known for its strong values, ethical business practices, and commitment to employee growth. The company fosters career development, rewards excellence, and encourages proactive contributions from all staff.
As a Client Service Champion, you will play a key role in ensuring high-quality client service, retention, and operational excellence across the Pietermaritzburg life office and reporting offices in the region.
Position Overview
The Client Service Champion will operate under the guidance of the Area Manager and will be responsible for monitoring and improving the standards of client service, ensuring client retention, and supporting the administrative staff in delivering consistent and efficient service.
This position is ideal for an individual with strong knowledge of life insurance processes, customer service excellence, and team supervision, who is committed to enhancing operational quality and ensuring regulatory compliance.
Key Responsibilities
Team Management
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Attend scheduled area meetings and report back to employees on client service deficiencies and recommendations for improvement.
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Conduct meetings with administrative staff, minute meetings, share outcomes, and maintain accurate records.
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Identify areas for staff development and compile and track development plans for administrative personnel.
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Conduct counselling and coaching sessions to address quality assurance gaps and standardize processes.
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Implement remedial actions under guidance of the Area Manager regarding employee performance and client service quality.
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Control and monitor the work of subordinates to ensure tasks are performed according to policy, procedure, and acceptable standards.
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Provide input on performance appraisals, training needs, and coaching plans for administrative staff.
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Address escalated enquiries from administrative clerks and liaise with relevant stakeholders accurately and timely.
Customer Service
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Address escalated client enquiries and ensure issues are resolved efficiently.
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Monitor that policy requests and transactions are executed according to policy and procedure in a timely manner.
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Ensure regulatory compliance (FAIS, PoPIA, FICA, BCEA, LRA) across administrative operations.
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Demonstrate understanding of Treating Customers Fairly (TCF) principles and embed them in daily practices.
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Monitor implementation of Voice of the Customer (VOC) and Moreki Pele programs across offices.
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Track Net Promoter Score (NPS) results, contact detractors and promoters, provide feedback, and coach staff where necessary.
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Identify areas for improvement through NPS monitoring and report progress to the Area Manager.
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Evaluate work processes and implement standardized procedures to enhance client service experiences.
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Stay updated on various policy maintenance processes to ensure client requests are handled accurately.
Risk Management
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Prevent business losses by ensuring accurate handling of queries and documentation.
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Identify suspicious transactions and escalate to the Area Manager.
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Recommend opportunities to enhance processes, systems, and policies.
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Review policy payment reconciliation documents to ensure timely banking and reconciliation processes.
Quality Assurance & Retention
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Monitor daily non-payment lists and follow up with line managers.
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Consolidate feedback reports from different line managers and submit to the Area Manager.
Fraud Complaints & Investigations
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Receive, escalate, and record client complaints and suspected fraud cases.
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Liaise with the Forensics Department for investigation and track progress.
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Maintain accurate records and provide timely feedback on investigations.
Reporting
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Compile monthly activity and transaction reports for the Area Manager.
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Generate weekly/monthly progress reports for management review.
General Office Oversight
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Oversee asset registers, conduct regular verification, and reconcile discrepancies.
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Maintain office attendance records and ensure accurate petty cash management.
Minimum Qualifications
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Grade 12 Certificate.
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FAIS-recognised qualification.
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RE5 certificate mandatory; RE1 will be advantageous.
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Computer literacy (MS Office, Email, Internet).
Knowledge and Experience
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2–3 years proven experience in life insurance client services.
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In-depth knowledge of insurance standards, practices, and regulations.
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Experience dealing with intermediaries.
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2–3 years relevant supervisory experience in a client service environment.
Competencies and Skills
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Strong interpersonal and communication skills (verbal and written).
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Excellent attention to detail and organizational skills.
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Competent in decision making, conflict management, negotiation, and time management.
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Proactive, dependable, and reliable.
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Ability to lead a team effectively, motivate staff, and achieve operational objectives.
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Knowledge of computer services and technical tools to support administrative oversight.
Remuneration and Benefits
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Competitive market-related salary.
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Permanent position with career growth opportunities.
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Work within a values-driven organisation that promotes employee development and recognition.
Application Process
Applicants must submit:
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Covering letter demonstrating suitability for the role.
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Detailed Curriculum Vitae (CV).
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Certified copies of qualifications and certificates (FAIS, RE5, RE1 if applicable).
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Evidence of computer literacy and relevant work experience.
Incomplete applications will not be considered. Shortlisted candidates will be contacted for interviews. The company reserves the right not to fill the position.
Equal Opportunity
This position is EE-compliant, and preference will be given to candidates in line with the company’s Employment Equity Plan. The company is committed to promoting diversity, inclusion, and equal opportunities across all levels of employment.
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