Client Service Consultant (FAIS)
Absa
n/a - n/a
Johannesburg, City of Johannesburg Metropolitan Municipality
Compliance
Communication
Sales
Customer Service
Financial advice
Role
Job Purpose
To deliver dynamic and exceptional customer service by answering incoming calls promptly, resolving customer queries effectively, providing financial advice in line with regulatory requirements, retaining existing customers, and identifying opportunities to upsell iDirect Insurance products. The role is responsible for ensuring customer satisfaction, maintaining service quality standards, and adhering to all compliance requirements.
Key Responsibilities
Customer Service
- Answer inbound customer calls within agreed service levels.
- Provide accurate information and resolve customer queries efficiently.
- Deliver a positive customer experience during every interaction.
- Handle customer complaints professionally and effectively.
Customer Retention
- Engage with customers who wish to cancel, amend, or review their insurance policies.
- Identify customer needs and provide suitable retention solutions.
- Maintain and strengthen customer relationships to improve retention rates.
Sales and Upselling
- Identify opportunities to recommend and upsell iDirect Insurance products.
- Educate customers on product features, benefits, and value propositions.
- Achieve sales and retention targets while maintaining customer-centric service.
Financial Advice
- Provide financial advice and intermediary services within the scope of FAIS requirements.
- Ensure recommendations are suitable and aligned to customer needs.
- Maintain accurate records of all customer interactions and advice provided.
Quality Assurance and Compliance
- Adhere to quality assurance standards for customer interactions and call handling.
- Ensure compliance with FAIS, FSCA, and company policies and procedures.
- Meet required call quality, productivity, and service standards.
- Maintain confidentiality and protect customer information.
Key Performance Areas (KPAs)
- Customer Satisfaction
- First Call Resolution
- Customer Retention
- Upselling and Cross-Selling Performance
- Call Quality Scores
- Compliance and Regulatory Adherence
- Service Level Performance
- Productivity and Operational Efficiency
Minimum Requirements
Qualifications and Regulatory Requirements
- FSCA-Approved Qualification.
- Regulatory Examination for Representatives (RE5).
- Experience as required under the FAIS Act.
- Completion of Product-Specific Training upon onboarding.
- Class of Business Training.
- Continuous Professional Development (CPD).
- Attestation to honesty, integrity, and good standing.
Experience
- Previous experience in a customer service, insurance, contact centre, sales, or retention environment.
- Experience providing financial advice and intermediary services is advantageous.
Skills and Competencies
- Excellent communication and interpersonal skills.
- Strong customer service orientation.
- Sales and negotiation skills.
- Problem-solving and conflict-resolution abilities.
- Ability to work in a fast-paced call centre environment.
- Attention to detail and accuracy.
- Sound knowledge of insurance products and FAIS regulations.
- Strong compliance and ethical standards.
Behavioural Competencies
- Customer Focus
- Integrity
- Accountability
- Results Orientation
- Resilience
- Teamwork and Collaboration
- Professionalism
- Adaptability
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