Client Care Representative – Call Centre

About the role

The Client Care Representative works in a call centre environment, handling inbound client calls to resolve policy service enquiries and provide high‑quality support to brokers, advisors and customers.

Key responsibilities

• Answer and investigate client calls, ensuring timely resolution of policy service enquiries.
• Update client personal details and provide requested documentation such as benefit statements, maturity claims and plan cancellations.
• Verify client identity in line with the Financial Intelligence Centre Act, FAIS Act and Party Due Diligence legislation to prevent fraud.
• Process debit order changes, including date alterations and related queries.
• Assist with policy service matters such as over‑paid premiums, refunds, reinstatements, lapses, quotations, stop orders, cash payments and beneficiary updates.
• Navigate client relationship tools and systems to retrieve and manage client data.

Required profile

• Matric/Grade 12; a diploma or degree is an advantage.
• Minimum 2 years experience in an inbound call centre as a client service representative.
• Familiarity with life insurance, retirement annuities, savings plans and investment administration.
• Strong command of English; additional languages are a plus.
• Ability to meet and exceed business performance standards.

Required skills