Consultant, Servicing

This role at Liberty in Roodepoort focuses on providing specialised support for customer service inquiries, complaints, and queries. The primary objective is to ensure these issues are acknowledged, understood, and resolved efficiently within set timeframes. When frontline support personnel encounter issues beyond their scope, this consultant acts as the first point of escalation, offering expert assistance to both clients and internal teams.

The position requires a deep understanding of at least one insurance product, with a commitment to developing expertise in other insurance products under supervision. This involves acting as a subject matter expert, guiding others, and ensuring that complex client needs are met with precision and care.

About the Role

The core of this consultant's responsibilities lies in managing and resolving intricate customer service challenges. This goes beyond routine inquiries, demanding a proactive and analytical approach to troubleshooting and problem-solving. The consultant will be expected to investigate, diagnose, and implement solutions for issues that frontline staff cannot address independently. This might involve liaising with various departments, such as network operations or subscriber billing, to ensure a comprehensive resolution for the client.

Furthermore, the role necessitates meticulous record-keeping and communication. Every interaction, resolution, and escalation must be documented accurately to maintain a clear audit trail and contribute to continuous service improvement. The consultant will also play a crucial role in identifying trends in customer issues, providing feedback to management to help refine processes and product offerings.

The day-to-day activities for this consultant will include:

• Responding to and resolving complex customer service requests, complaints, and queries escalated from frontline teams.
• Serving as a primary point of contact for clients and staff requiring specialised support.
• Acting as a subject matter expert for designated insurance products, providing guidance and training where necessary.
• Collaborating with internal departments to investigate and resolve technical or procedural issues affecting clients.
• Ensuring all customer interactions and resolutions adhere to company policies and service level agreements.
• Documenting interactions, resolutions, and escalations accurately in the relevant systems.
• Contributing to the continuous improvement of customer service processes by identifying recurring issues and suggesting solutions.
• Staying updated on product knowledge and industry best practices.

What They're Looking For

To excel in this role, candidates should possess a strong foundation in client servicing within the financial sector. Specifically, the requirements include:

• A minimum of 3-4 years of experience in client-facing roles within banking, operations, call centres, or helpdesk environments.
• Experience in service support, with a proven ability to handle and resolve complex issues.
• Familiarity with product-related systems, particularly those used in consumer banking and insurance.
• A solid understanding of risk management principles and banking processes and procedures.
• A relevant qualification, such as NQF Level 5, ideally in fields related to Short-Term Insurance or FAIS.
• Demonstrated behavioural competencies such as checking details, conveying self-confidence, producing output, resolving conflict, showing composure, taking action, and upholding standards.

This role offers an opportunity to deepen expertise within the insurance sector while contributing to a leading financial services group committed to growth in Africa. In South Africa, consultants in similar specialised servicing roles within the financial industry can expect competitive remuneration, often ranging from R25,000 to R40,000 per month, depending on experience and the specific employer. Career progression typically involves moving into senior specialist roles, team leadership, or branching into related areas like product development or operational management.

Type of Qualification: NQF 5
Field of Study: FAIS - Short Term Insurance

Experience Required
Client Coverage
Insurance and Asset Management

3-4 years experience in Banking, Operations, Channel, Call Centre, Helpdesk service support, Project implementation and management.