Primary Role
1. Manage day-to-day client relationships, ensuring exceptional services
2. Provide support to Insurance Advisers in the delivery of insurance advice and policy management
3. Manage client data and records
4. Coordinate and support the creation of policy documentation, including applications, renewals and claims
Duties and Responsibilities
Client Relationship Management
• Book client meetings for Insurance Advisers.
• Act as the first point of contact for all client enquiries.
• Manage phone and email support, responding to client enquiries within set SLAs.
• Ensure a consistent and professional client experience through all interactions.
• Support client adoption and understanding of digital insurance portals.
• Coordinate with other team members and Advisers on client enquiries and requests.
• Prepare ad hoc documentation in response to client requests, such as policy summaries or claim updates.
Insurance Adviser Support
• Provide general administration support.
• Coordinate and manage Adviser schedules to ensure all appointments and tasks are organised and up to date.
• Prepare client files and paperwork for appointments, including policy summaries and relevant documents.
• Assist in coordinating travel arrangements for Adviser client meetings when required.
• Help organise client events or educational sessions related to insurance products.
• Ensure that meeting preparation tasks are completed as per the SLAs.
Client Record Management
• Monitor client applications, renewals, and claims, ensuring they meet procedural and compliance standards.
• Provide administration services, including filing, sorting mail, photocopying, scanning, and compiling documents.
• Liaise with service providers and internal stakeholders to ensure timely processing of policy transactions and requests.
• Use CRM systems to manage and maintain client files.
• Proactively assist other team members in the management of client records.
• Manage policy lapses and cancellations in line with client instructions.
• Collect and record relevant client information to update insurance policies.
• Ensure accurate completion of relevant forms, authorisations, and agreements.
File Compliance Management
• Coordinate with the Compliance Department to facilitate file audits, ensuring adherence to regulatory requirements, internal policies, and industry standards.
• Ensure compliance and technical accuracy in all client documentation, including policy advice.
• Maintain accurate and compliant file notes and documentation.
• Assist with internal and external audits and ensure compliance with all regulatory requirements.
• Regularly review and update documentation templates to meet compliance standards.
Ad-hoc Tasks
• Undertake additional tasks as directed, as they relate to the role.
Skills, Knowledge, Abilities & Attitude Required
• Previous experience working in insurance or financial services.
• Familiarity with insurance CRMs and workflow systems is an advantage.
• Willingness to learn new systems, workflows, and processes.
• Excellent written and verbal communication skills.
• Strong attention to detail and organisational skills.
• Advanced Microsoft Office skills.
• Ability to coordinate and collaborate with off-shore teams.
Performance Goals
• As per the KPIs set by Management.
Development
• Develop technical skills to independently process policy documentation, claims, and complex insurance advice.
• Participate in training sessions as directed by the Head of Advice and Management.
• Focus on personal and professional development, particularly in client engagement and articulating the value of insurance products.
Qualifications & Other Requirements
• Adhere to policies and procedures in relation to compliance with insurance industry regulations and the Company’s licensure conditions.
• Comply with the Company’s internal policies and procedures.
