Client Service Consultant

Red Ember Recruitment is recruiting for a Client Service Consultant for our client in Pretoria.

Requirements

Matric (Essential) RE5 Qualification (Essential) FAIS-compliant (Relevant qualification) Class of Business (Preferred) Minimum 2 years Retentions/Client Care/ Sales experience (Insurance experience preferred) Minimum Required Experience: At least 2 years of experience in a client service or client-facing role. Experience in the insurance or financial services industry is preferred.

Key Responsibilities

Provide professional, efficient, and customer-focused service across all client interactions. Handle inbound and outbound and different channel customer enquiries relating to policies, premiums, benefits, amendments, and general servicing requests. Process policy amendments, and other servicing requests accurately and within agreed service levels.

Resolve customer queries and complaints promptly, ensuring a positive customer experience while adhering to company policies and regulatory requirements. Educate clients on the client's products, policy benefits, and processes to ensure they have a clear understanding of their cover. Maintain accurate and up-to-date customer records on the CRM and policy administration systems.

Monitor and manage customer cases through to resolution, providing regular updates where required. Identify opportunities to improve the customer experience and escalate recurring issues or process improvements to management. Ensure all customer interactions comply with FAIS, TCF, POPIA, and all applicable regulatory and company compliance requirements.

Meet individual and team service level agreements (SLAs), quality assurance standards, and productivity targets. Contribute to a collaborative team environment by sharing knowledge, supporting colleagues, and consistently demonstrating clients' values and commitment to service excellence.