Client Relationship Officer (Group Schemes)

SUMMARY:
Job Summary

• Provide support, manage the client relationship and address any client issue that may arise. Assist with support to the members registered on our plans.

POSITION INFO:
Key Performance Areas

• Build relationships with the Employers
• Deal with all day to day activities that the employer may require
• Provide customer care support to members/companies
• Conduct general administrative duties

• Build ongoing relationships with key stakeholders at clients
• Be assigned and responsible for an assigned group of companies dealing with interalia:
  • Check that New Companies are captured correctly on CRM
  • Maintenance of the assigned companies information
  • Compliance with FICA regulations
  • Capture of new member applications and ongoing applications
  • Confirm that all the necessary member information is received from the assigned company
  • Check that policies are captured correctly and correct any errors
  • Confirm new memberships by sending a membership certificate to the Company together with the expected premium.
  • Request membership packs from fulfilment and ensure all information is accurately reflected
  • Responsible for delivering the Welcome packs to the company
• Responsible for all necessary communication is sent to the assigned company contact
• Ensure that your assigned companies are fully compliant and that the required monthly premiums are paid timeously

• Daily servicing of employers
• Assist with any issue an Employer may have around the membership of their employees on the cover
• Check monthly employee schedules for accuracy Provide monthly interaction with the client

• Assist with all forms of enquiries from customers and management (telephonic and email)
• Be responsible along with other teammates for the inbound calls for all lines assigned to Group Schemes
• Assist with the Please Call Me numbers
• Notify Finance of any new members, member additions or cancellations for the companies
• Monthly checking of the Bordereau to ensure it matches the CRM system
• Monthly checking of the assigned companies Bordereau to ensure that the amounts are correct
• Ensure that membership movements are correctly received by the various Providers
• Regular contact with assigned company contacts doing general PR calls
• Assist any group scheme member with any query or claim that may be received by the department, follow up and provide feedback to the relevant party
• Ensure that treating customers fairly is adhered to at all costs

• Perform any other task entrusted by Management
• Ensure that the necessary departmental reporting is adhered to
• Provide support and assistance to the Sales Executives and Take on Team

• Matric

• 1 year administrative experience

• Medical Scheme Call Centre experience

• Excellent customer service skills
• Good listening skills
• Good interpersonal skills
• Excellent communication skills
• Good computer skills
• Exceptional problem solving skills
• Good organisational skills

• Self motivated
• Able to work under pressure
• Work independently
• Sense of responsibility
• Patience Honest, Hardworking, and Humble