We are looking for a driven and customer-focused Insurance Operations Consultant to join our team. In this role, you will be responsible for selling insurance products, growing the insurance user base, and providing exceptional ongoing customer service and back-office support. Reporting directly to the Insurance Team Leader, you will engage with both new and existing clients, as well as those who have previously churned, ensuring that all sales are in compliance with regulatory requirements.
Your responsibilities will include updating policies, resolving payment issues, processing claims, and providing vital support to the contact center. You'll be working closely with internal teams and liaising with external clients to ensure a smooth and efficient customer experience.
Duties and Responsibilities (Include but are not limited to):
Assist customers with taking out insurance policies:
Contact clients to make a sale
Follow the standardized sales process (i.e. the script)
Ensure disclosures are read
Confirm client details on the system
Confirm date of birth and address
Capture all required information about the spouse/family to be covered
Capture all required information about the beneficiary
Inform customers to update any outstanding information at a later stage
Explain options for the payout
Update the applicable systems with sales/customer details:
Save all calls on ICFX
Update the call log into the system
Ensure the spreadsheet is updated after each call
Explain the cost and payment process for the relevant insurance policy option:
Ensure the customer understands different payment options for different covers
Explain that payments can be made up until the 15th of the month
Explain that payment can only be made for certain amounts and therefore may need to be made bimonthly or biannually
Explain the SMS messages that the customers will receive
Manage own professional and self-development:
Monitor and manage own targets
Attend monthly and bi-annual KPI meetings with Head of Wallet and VAS
Attend all required training courses for new products
Listen to recorded calls of other Insurance Consultants and provide coaching and constructive feedback once a week
Attend weekly team strategy meetings
Key Requirements:
Grade 12 or equivalent
Mukuru call centre training course
Understanding and speaking of Shona (Essential)
FSB Registration (Essential)
1 year Customer Service/Sales experience
Call centre experience (Desirable)
3 months FAIS required work experience under supervision completed (Essential)
Knowledge of money transfer procedures
Knowledge of FICA regulations
Knowledge of African currencies
Knowledge of FIAS regulations
Additional Skills:
Multitasking skills
Computer skills
Typing skills
Telephone skills
Verbal communication skills
Selling skills
Time management skills
Organisational & administrative skills
Conflict management skills
Attention to detail
If you do not receive any response after two weeks, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S DIVERSITY AND INCLUSION PLANS.
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