Primary focus of the role is policy administration and ensuring seamless service is delivered to clients
Work closely with members of Life Assistance teams

• Self-administration and self-monitoring of workflow items according to agreed SLA per process.
• Processing forms, instructions, applications etc. requested by customers for the processes that you participate in
• Dealing with queries through to resolution
• Adherence to all quality standards set per process for the processes that you participate in
• Ensure that processes are completed within the required SLA
• Identifying and reporting on service failures and errors
• Provide clients with the organisation's service and product information when required
• Provide input to the effectiveness and soundness of policies and procedures for the processes that you participate in
• Ensure that all correspondence is professional and in line with standards and protocols of the organisation
• Adherence to the processing area's processes and Activity Work Instructions
• Adherence to organisations compliance processes and policies
• Punctual follow-up and feedback on clients queries
• Ability to deal with complex work fast and accurately

Qualifications, Knowledge and Experience

• Grade 12 / Matric with Maths Literacy NFS achievement level 3
• Have worked in the policy administration division
• Experience with funeral services claims
• 2 years working experience in capturing, policy administration of claims assessment role
• Membership data administration
• Premium reconciliation
• Entry level business and operational knowledge of insurance administrative processes
• Good knowledge of the business administration platforms
• Entry level knowledge of contact centre technologies and equipment
• Entry level understanding of the business products
• MS Office and PC literate
• Able to communicate in more than one language
• Team player
• Customer champion
• Able to take ownership and accountability
• Able to multi-task
• Excellent verbal and written communication skills
• Able to operate effectively under pressure
• Have an analytical mind and above average problem solving techniques
• Good time management skills
• Proactive and innovative