DEPARTMENT : ADVISORY SERVICES
JOB TITLE : CLIENT CARE CONSULTANT : HEALTH CARE
JOB TITLE : SENIOR CONSULTANT : HEALTH CARE
REPORTING TO : TEAM LEADER OF EB CLIENT CARE CENTRE
Provide an effective and efficient conduit between the Company and its clients (i.e., members and appointed representatives of the organisation) through provision of intermediary service i.
e., query resolution, administrative service, communication, training, and education.
KEY RESPONSIBILITIES AND ACCOUNTABILITY CONSULTING
Gain knowledge of the Employee Benefits (medical scheme, retirement fund, group risk, employee wellness programme, expatriation health benefits etc.
industry and the products available in the market;
Observe and assist with in-depth analysis of members financial needs and provide appropriate advice, record, save and provide member with a copy of the record of advice;
Practice understanding of the benefits, exclusions, administration processes and procedures of their appointed schemes / funds;
Practice and assist with advising members who are leaving their employers (retirement / resignations) of their options (e.
g., continuation, transfers, preservations options, tax implications, etc.) and refer them to an authorised financial planner for advice;
Observe, practice, and assist with consulting of members who have low investment (e.g., Red zone) to encourage them to increase their contributions or change their investment strategy;
Observe, practice, and assist with conduct onsite member assist sessions and training sessions.
ADMINISTRATION AND QUERY MANAGEMENT
Observe and attend to the resolution of members queries. You are required to escalate complex queries to your service consultant as soon as possible;
Save client communication on internal drive, keep record of attendance register for training sessions, on-site session, queries received and option change forms;
Observe and prepare meeting packs for trustees / committee, record and distribute meeting notes to all relevant parties;
Request necessary data / information from schemes / funds to support projects;
Assist service consultants with resolution of billing discrepancies, membership compliance audits;
Assists service consultants with preparation of provision to the Human Resource and Payroll team of each client in your portfolio with monthly dashboard report / stats of all activities and analysis relevant to you scope of responsibilities.
Ensuring clear, effective, and professional communication to clients;
Always adhere to high standards of quality and professionalism (punctuality, formal dress code, professional written and verbal communication etc.);
Comply with FAIS code of conduct;
Adhere to the Companys Style Guide protocol, ensure that all external communication is peer reviewed before sending;
Treat clients with dignity and respect;
Keep workstation neat, orderly, and tidy;
Work collaboratively and efficiently with other team members and provide support where required;
QUALIFICATIONS, COMPETENCY AND EXPERIENCE
At least 1-year experience in medical insurance industry
In process of attaining FAIS Fit & Proper compliant (NQF Level 5, Regulatory Exams)
MS Office proficient and proficiency in English (second language proficiency preferable); drivers licence
1-year experience in customer service experience.
Employee Benefits Experience (Advantage)
Minimum Requirements : Matriculation, RE 5 Drivers Licence Own Vehicle NQF5 Wealth Management an advantage.