- Job Description: Customer Care Consultant (Insurance Contact Centre)
- Position Title: Customer Care Consultant
- Department: Contact Centre
- Reports To: Contact Centre Supervisor / Manager
- Location: Midrand
Purpose of the Role
The Customer Care Consultant serves as the first point of contact for clients in the insurance contact centre. The role is responsible for handling inbound and outbound calls, providing accurate information on products and policies, resolving queries efficiently, processing client requests, and ensuring superior customer service that drives client satisfaction, retention, and compliance with industry regulations.
Key Responsibilities
Customer Service & Support
- Answer inbound calls and respond to customer queries in a professional and courteous manner.
- Make outbound calls to follow up on leads, client requests, or premium collections.
- Provide information on insurance products, policies, premiums, claims, and benefits.
- Ensure resolution of client queries at first contact or escalate appropriately.
- Capture and update accurate client details on the CRM system.
- Guide customers through processes such as policy applications, claims, debit orders, or policy changes.
Policy Administration
- Process alterations to policies including beneficiary changes, contact details, and payment information.
- Assist customers with policy quotations, renewals, cancellations, and reinstatements.
- Ensure all documentation and client records are complete and compliant with regulatory requirements.
Sales Support & Retention
- Upsell and cross-sell relevant insurance products aligned with client needs.
- Promote policy retention through effective communication and client education.
- Follow scripts and sales guidelines while personalizing customer interactions.
Systems & Compliance
- Accurately log all interactions on CRM and call centre systems (e.g., 8×8, Bitrix24, or other platforms).
- Adhere to FAIS, TCF (Treating Customers Fairly), POPIA, and company compliance standards.
- Handle client data with confidentiality and integrity.
- Ensure all call recordings, notes, and follow-ups are properly captured.
Performance & Reporting
- Meet or exceed set KPIs including call quality, customer satisfaction scores, first-call resolution, turnaround time, and retention rates.
- Participate in training, coaching, and performance reviews to enhance skills.
- Provide feedback to supervisors on recurring issues, client trends, or process improvements.
Key Competencies
- Excellent verbal and written communication skills.
- Strong listening and problem-solving abilities.
- Empathy and resilience in handling difficult or emotional customer interactions.
- Attention to detail and accuracy in capturing client information.
- Ability to multitask in a high-volume, fast-paced environment.
- Knowledge of insurance products, terminology, and compliance regulations.
Qualifications & Experience
- Grade 12 / Matric (essential).
- Relevant insurance qualification (advantageous, e.g., RE5, FAIS-compliant).
- 1–3 years’ experience in a call centre environment, preferably in insurance or financial services.
- Proficiency in CRM systems and call centre technology (e.g., 8×8, Bitrix24, Dialshree).
- Knowledge of policy administration, claims, and premium collections.
Working Conditions
- Shift-based work environment (including weekends and public holidays, depending on business needs).
- High-volume contact centre environment requiring focus and resilience.
