Client Support Specialist

Purpose of the Role

Coordinates routine back-office tasks such as payment processing, policy documentation, and data validation. Ensures transactional accuracy and flags anomalies for escalation. The role is within the Client Solutions Team, the sales division of SC. The successful candidate will be responsible for supporting the Client Solutions Specialist in achieving new business targets by assisting with quotations, implementations, and general client queries. The role also involves building and maintaining strong relationships with clients, ensuring a high level of service and support across the portfolio.

Overview of Role Responsibilities (Level 1-13)

Operational Compliance- Level 3 - Process Specialist

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.


• Process all quote requests for brokers, as received from the Employee Benefits Specialists


• Facilitate the entire tender process, in terms of obtaining all info, attaching to NBA, loading on Crisp, follow ups, addressing queries, etc.


• Keep Employee Benefits Specialists informed of the progress at all times.

Insurance Policy Administration- Level 3 - Process Specialist

• Enter new and updated customer and policy information into the relevant systems and set up premium collections, liaising with the customer and/or salesperson and/or agent to clarify incomplete and potentially inaccurate information and referring unresolved issues to others.

Insurance Policy Information - Level 3 - Process Specialist

• Explain product status, features, and benefits, responding to customer questions to ensure that relevant information is provided; refer unresolved issues to others.

Operations Management- Level 2 - Process Operator

• Carry out operational tasks by following established processes. May involve adjusting basic settings or parameters in order to meet performance standards.


• Responsible to monitor that any new business is fully implemented, etc.


• Ongoing monitoring of tenders per brokerage, capturing of info, and keeping up to date with industry knowledge.


• Provide a summary of quotes to the Employee Benefits Specialists, on a monthly basis, for discussion with brokers.


• Keep the Employee Benefits Specialists informed of issues, outstanding information or anything that may affect turnaround times, during the entire process.


• Close working relationships with ‘back-office’ staff is of utmost importance.


• Generate, communicate and distribute quality and relevant information to members of the team and other stakeholders.


• Ensure that any contact necessary with a client, is done so in a professional manner.


• High level of client communication and presentation standards.


• Monitor the rate revision process of existing business as any late revisions affect the quoting process.  If there is no CRM in place, the distribution of the month revisions to brokers, falls within the responsibility of the Support Specialist.

Document Management- Level 3 - Process Specialist

• Create, organize, and maintain files containing the correspondence and records of a senior colleague.

Required Skills

Policy and Regulation - Basic

• Works at a basic level to interpret and apply knowledge of laws, regulations and policies in area of expertise. Typically works under close supervision. Knowledge of legislation applicable to the retirement fund industry. Previous retirement fund experience will be advantageous. Certificate of Proficiency will be advantageous.

Insurance Principles and Practice - Basic

• Works at a basic level to use and apply the core principles of insurance. Typically works under close supervision.

Data Management - Insurance - Intermediate

• Works at an intermediate level to collect, store, and manage insurance-related data for accurate analysis, reporting, and compliance with industry standards. Typically works with guidance.

Document Management - Intermediate

• Works at an intermediate level to use document management tools to manage, view, organize, and store documents. Typically works with guidance.

Transaction Integrity Management - Basic

• Works at a basic level to maintain the accuracy, security, and compliance of transactions, ensuring reliable transaction records and safeguarding against fraud and errors. Typically works under close supervision.

Digital Literacy - Intermediate

• Works at an intermediate level to understand, evaluate, use, and engage with digital technology and information, as well as create and share digital content, while being aware of essentials like safety, privacy and ethical considerations. Typically works with guidance.

General - Intermediate

• Good proficiency in Microsoft Office. Needs to understand, write, and speak fluent English and Afrikaans. Knowledge of internal workflow systems and Client Portal will be advantageous. Proficiency in MS Office (Word, Excel, and Outlook)

General Experience

• Minimum of 3-5 years’ experience in client services


• Minimum of 2- 5 years relevant experience in the Employee Benefits industry

Managerial Experience

Not applicable

Education

Required Behavioural Competencies