Job Description

Job Advert Summary

To play a key role in delivering intermediary services, including administrative and marketing support, across the Life Operations business. This role is focused on creating a client experience that is seamless, personalised, and tailored to individual needs--making every interaction feel effortless and bespoke.

Minimum Requirements

Education:

A 3-year tertiary qualification (Degree/Btech) with a relevant business orientation

Experience:

2+ working experience in call centre AND back office processing (preferred) Experience in the client service environment (preferred)

Knowledge and Skills:

Demonstrates high levels of self-motivation and initiative, with strong interpersonal and communication abilities Proven relationship management capabilities Solid business acumen and commercial awareness Effective written and verbal communication skills A proactive, solutions-oriented mindset with a willingness to challenge conventional approaches Understanding of customer experience principles and techniques Familiarity with financial services institutions (preferred) Working knowledge of FAIS and FICA regulations (preferred)

Competencies:

Resilient and able to perform effectively under pressure Demonstrates high levels of accuracy and attention to detail across all work types Strong organisational skills with the ability to prioritise tasks effectively Collaborative team player who contributes positively to group dynamics Acts with integrity and consistently upholds the principles of treating customers fairly, aligned with the client experience philosophy Proactive and forward-thinking approach to problem-solving Deeply client-centric, with a commitment to delivering exceptional service Driven to achieve results and meet performance objectives

Duties and Responsibilities

Provide administrative and marketing support across various client segments Offer information and guidance in alignment with legislative and regulatory requirements Deliver exceptional telephonic support and assist clients with online navigation, adhering to client service principles Initiate and manage outreach to clients and potential leads to build relationships and drive business growth Develop and manage daily business operations, including processes, systems, and projects for efficiency Establish internal controls, support system testing, and ensure smooth operational workflows Identify, research, and resolve client complaints; escalate complex issues to supervisors when necessary Accurately document client interactions, maintain call logs, and prepare reports Identify and recommend improvements to streamline and simplify operational processes * Build and maintain strong relationships with internal and external stakeholders to support service delivery