Client Service Champion Vacancies at AVBOB

admin Comments 0 Comment

AVBOB

Table of Contents

Client Service Champion – Pretoria East (Pretoria)

Company: AVBOB

Location: Pretoria, Gauteng

Job Type: Permanent (Entry Level)

Posted: 7

Application Deadline: Open until filled

About the Role

We are looking for a dedicated individual to work under the guidance of the Area Manager. The role focuses on delivering high‑quality client service and improving client retention by overseeing the standards of customer service among administrative clerks in the area.

AVBOB is a well‑established company with over 100 years of history, strong values, and a commitment to employee development and rewarding excellent performance.

Key Responsibilities

Team Management
- Attend area meetings and report on customer service deficiencies.
- Conduct staff meetings, take minutes, and share them with stakeholders.
- Identify development needs, create and track development plans for admin staff.
- Provide coaching and counselling to improve quality assurance and standardisation.
- Recommend corrective actions for performance issues.
- Monitor subordinates’ work to ensure tasks meet standards and policies.
- Contribute to performance appraisals and training plans.
- Handle escalated enquiries from staff promptly.
Customer Service
- Respond to escalated client enquiries accurately and timely.
- Ensure policy requests and transactions follow policy and procedure.
- Report regulatory compliance (FAIS, PoPIA, FICA, BCEA, LRA) to the Area Manager.
- Understand and apply the TCF principles and outcomes.
- Support Voice of the Customer (VOC) and Moreki Pele initiatives.
- Monitor Net Promoter Score (NPS) results, call detractors and some promoters, and provide coaching.
- Identify improvement areas from NPS data and report progress monthly.
- Standardise processes to enhance client service experiences.
- Stay updated on policy maintenance processes to ensure timely client requests.
Risk Management
- Prevent losses by handling queries and documentation correctly.
- Identify suspicious transactions and report them regularly.
- Suggest process, system, and policy improvements.
- Review policy payment reconciliation documents for accuracy.
Quality Assurance & Retention
- Extract daily non‑payment lists and distribute to line managers.
- Consolidate feedback reports from line managers and submit to the Area Manager.
Fraud Complaints & Investigations
- Record and refer client complaints to the Forensics Department.
- Ensure investigations are completed within one day of receipt.
- Maintain accurate records and provide timely feedback.
Reporting
- Compile monthly activity and transaction reports for the Area Manager.
- Prepare weekly/monthly progress reports.
General Duties
- Oversee asset registers and ensure regular verification.
- Maintain office attendance registers for audit purposes.
- Monitor petty cash accounts and report discrepancies.

Requirements

Minimum Qualifications

Grade 12
FAIS recognised qualification
RE5 (RE1 an advantage)
Computer literacy (MS Office, Email, Internet)

Knowledge & Experience

2–3 years of proven experience in the life insurance industry, focusing on client services.
In‑depth knowledge of insurance domain, standards, practices, and regulations.
Experience dealing with intermediaries.
2–3 years of supervisory experience.