Policy Servicing Administrator - Core Business

About the role

Icebolethu Group is hiring a Policy Servicing Administrator for its FSP Core Business department in Durban. The role provides administrative support to potential and existing clients and reports to the Business Administrations Manager. It is a full-time position requiring strong organisational skills, client care experience and familiarity with Easipol and CRM systems.

Key responsibilities

• Maintain relationships with existing customers and build trust with potential ones.
• Support requests for all FSP services and products and assist in resolving policy-related queries.
• Coordinate and amend policies, orders, upgrades and cutovers for existing clients.
• Amend data in the online system and ensure accurate data capture.
• Screen calls, handle requests and enquiries, and follow up with customers.
• Assist in client retention and first-line support as needed.
• Provide sales and administrative support to internal and external agents.
• Identify more efficient ways to manage ticketing queues and workflows.

Required profile

• Grade 12 / Matric (required).
• 1-2+ years in policy administration, insurance servicing, financial services or funeral insurance.
• Experience with policy management systems such as funeral systems, CRM and underwriting platforms.
• Customer service experience in a busy, high-volume environment.
• FAIS RE5 is advantageous (or willingness to obtain); Certificate in Short-Term Insurance (NQF4) is beneficial.

Required skills

• Computer literacy: MS Office and CRM systems.
• Knowledge of funeral insurance processes, underwriting, lapses, reinstatements and claims.
• Understanding of regulatory frameworks (FSCA, TCF, FAIS, FICA).
• Ability to interpret policy wording and schedules.