Client Experience Specialist

Description

Job Advert Summary

Reporting to the Manager: Client Relations Management. This role is responsible for service delivery and maximizing the client experience through client engagement. The incumbent is a specialist dealing with technical and complex client queries and/or complaints, exception reporting and providing an excellent service offering. Ensuring resolution whilst strengthening and maintaining relationships between clients /intermediaries and company is a key part of the role.

To ensure that a high level of Client Services is provided to the clients and financial intermediary that interacts with PPS. The Client Experience Specialist will be responsible for all complaints in the form of written as well as telephonic interactions and other omni channels.

Minimum Requirements

Education:

• Bachelor’s Degree in Business Management or Accounting or relevant field.
• Experience in managing high level customer engagement within the Insurance and Financial Services Sector.

Experience:

• 5+ years’ experience in a Client Services environment within the Insurance and Financial Services Sector.
• 3+ years’ experience handling and managing all Technical Claims escalations.

Knowledge and Skills:

• Knowledge of financial services industry environment.
• Knowledge on FICA/FAIS and TCF outcomes.
• Knowledge and experience in client services / contact centre environments.
• Systems knowledge on MS Office.

Competencies:

• Client Centricity.
• Communication skills (written and verbal).
• Building and maintaining relationships.
• Planning and organizing.
• Resilience.
• Business acumen.
• Analytical thinking.
• Accountability.

Duties and Responsibilities

Service Delivery:

• Provide client services to Clients /Intermediaries / PPS Insurance distribution channels and broader distribution force relating to and within the financial services environment.
• Handle all client queries and/or complaints (telephonic /written /social media) and resolve issues to completion in a timely manner.
• Applying technical knowledge and understanding to secure an end to end finalization of client requests.
• Working across organizational boundaries to obtain outstanding information and clarify instructions received to improve client experience.
• Evaluate problems regarding service issues and enquiries to determine their importance and urgency.
• Performing investigations where necessary to facilitate problem resolution timeously.
• Responsible for ensuring that service excellence to Clients /Intermediaries remains within best business practice and standards.
• Responsible for managing reputational risk and ensuring compliance with regulatory requirements, procedures and service standards.
• Promotion of PPS technology offering.
• Remain updated and informed on legislative and industry changes such as PPR’s and Insurance Law.
• Responding to all enquiries in a professional and timely manner.
• Liaising with operations support to provide best client experience.
• Technical understanding of all PPS offerings and the ability to apply that understanding to daily outputs.
• Benchmark our standards and performance against industry.
• Work with manager to support learning objectives of respective departments; to identify and support training interventions and fill learning gaps.

Relationship Building & Communication:

• Collaborate effectively across business units to achieve business results.
• Take up and resolve administrative and service issues that hinder good service delivery.
• Build and maintain relationships with internal and external clients and stakeholders.

Reporting & Investigating:

• Analysis and resolution of all exception reporting.
• Daily and monthly reporting.
• Drawing statistics, tracking cases issued and assist with incident corrections.
• Causal and trend analysis
  Conduct forums to give feedback on trends.
• Identify efficiencies, recommend changes and enhancements, drive implementation and monitor success thereof.