Office Administrator : Assupol
Adhere to client service procedures: maturities, policy contracts, loan applications, cancellations, amendments, financial and general enquiries
Update client personal details and AIMS notes
Provide correct and accurate advice to clients on products and services (TCF)
Inform clients and update changes to their policy (TCF)
Liaise with relevant departments to gather information to resolve clients’ queries
Maintain required business retention rate
Handle all complaints and enquiries
Escalate complaints to Office Manager and Complaints Handling Officer
Follow complaints procedure
Handle all incoming calls and walk-in clients
Administrate Claims
Verify claims documents as per standard procedure
Assist clients with the completion of claim forms
Submit all claims received to Head office
Submit any outstanding documentation as per Head Office request
Keep claims register up to date
Advise clients on cancelations
Advise the client of the process and disadvantages of cancelation
Retain the policy by proposing different options (loan, partial surrender paid up)
Inform relevant Sales Manager of the intended cancelation for retention
As per clients request follow the standard cancelation procedure
Administrate demutualization process
Capture client information
Inform clients of status of their shares
Update clients information on Aims systems
Register and forward to Head office
Office Administration
Manage mail and fax
Prepare statistical reports
Communicate with office manage with regards to office logistics
Documentation and filing procedures
Keep record systems up to date
File and keep documentation for a period as required by the legislation
Process and administrate application forms
Check and validate application forms for quality control
Follow the capturing procedure
Send incomplete applications back to Office Managers
Process application form on system
Follow up on outstanding documentation with Office Manager
Liaise with New Business department on outstanding and provide feedback to Office Managers
Email scanned successful application forms to New business department
Capture a minimum of required policies per day
Send captured application forms to Head Office for archiving
Register successful applications
Send the original application form for tick off process
Follow up on all outstanding requirements from tick off
Office Administrator