To contribute to an optimal client experience in SRM Branches through speedy reception and referrals of clients and supporting the Branch Manager with administrative duties.
KEY RESPONSIBILITIES
Branch reception and client support
Gain and maintain an understanding of SRM product ranges.
Greet and welcome clients into the Branch. Assume a coordination role to ensure all clients are attended to within allocated SLA timeframes.
Conduct an initial screening of client needs and determine an accurate course of action (referral to appropriate Branch Consultant, or to a department outside of the Branch).
In case of referrals, provide client with sufficient contact information for the relevant party.
Adhere to and achieve service SLAs (number of clients assisted / referred / etc. within allocated timeframes) to ensure a consistent and optimal client experience.
When relevant, refer client to the self-help portal in the branch. Provide (or where necessary, coordinate) guidance, and assist the client to navigate through the portal.
General branch administration
Assume responsibility for coordinating, scheduling and attending to appointments for Branch
Consultants and the Branch Manager.
Collate data and information to support Branch Consultants with reporting.
Work with Branch Manager and assume a coordination role for Branch maintenance (monitor stock levels, arrange repairs or maintenance, order and re-order replenishable items like tea / coffee / printer cartages, etc.).
Respond to and screen incoming phone calls. Where possible, resolve client queries or escalate client
queries to the right departments / entities / Branch Consultants / Branch Managers.
Monitor and process incoming e-mails, as well as general mail.
Receive and coordinate deliveries for the Branch, or staff in the branch.
Oversee and maintain the Branch waiting area - ensuring brochures and other forms / documentation are stocked and available.
Perform any ad-hoc requirements as requested by the Retail Branch Manager.
QUALIFICATIONS
Matric (Grade 12)
KNOWLEDGE AND EXPERIENCE
Knowledge:
Client service principles
Knowledge on the Insurance landscape and / or products would be advantageous
Knowledge of office management systems
Experience:
1 - 2 years' experience in an office coordination / clerical / administrative capacity
Experience within insurance branches would be an advantage
SKILLS AND COMPETENCIES
Proficient in Microsoft office (especially in Outlook and other office management systems)
Strong communicator (verbally and in writing)
Strong customer service orientation
Conflict management skills would be advantageous (dealing with difficult clients)