Call Centre Administration Clerk
Company: AVBOB
Location: Centurion, South Africa
Job Reference Number: 709BSCC04
Department: Operations Support – Alternative Distribution
Employment Type: Permanent
Positions Available: 1
Industry: Insurance
Salary: Market Related
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About AVBOB
AVBOB is a leading mutual assurance society in South Africa, committed to providing accessible, affordable, and quality insurance services. With a legacy spanning over a century, we continue to prioritize customer-centric solutions, delivering value to our members through innovation, professionalism, and care. Our Alternative Channels department is expanding, and we invite qualified candidates to apply for the role of Call Centre Administration Clerk.
Purpose of the Role
The Call Centre Administration Clerk plays a pivotal role in ensuring smooth communication and efficient administrative support between AVBOB and our external call centres. The successful incumbent will be responsible for managing daily administrative requests, facilitating debit order processing, resolving client issues, and contributing to collaborative efforts aimed at maintaining excellent service delivery across multiple touchpoints.
If you are detail-oriented, highly organized, and passionate about customer service within the insurance industry, this is an ideal opportunity to grow your career within a supportive and reputable organization.
Key Responsibilities
Administrative Support
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Facilitate the processing and finalization of day-to-day administrative requests from external call centres, including additions, increases, and reinstatements of policies.
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Ensure that administrative changes requested by call centres involving other departments are actioned correctly and efficiently.
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Perform all administrative duties as per operational guidelines to maintain seamless workflow and service delivery standards.
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Maintain accurate records of all administrative changes, ensuring they are securely stored and uploaded to the Secure FTP.
Communication and Client Interaction
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Communicate relevant information professionally and timeously to external call centres and clients.
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Respond to client and call centre inquiries by providing necessary policy information, quotations, and updates regarding administrative actions.
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Provide voice recordings and relevant documentation to the Complaints Department when complaints are lodged to aid in prompt resolution.
Debit Order Management
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Facilitate and schedule debit order deductions and any requested changes accurately.
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Ensure that all amendments to debit orders are processed timely to avoid service interruptions for clients.
Data Management and Reporting
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Distribute non-payment and provisional lapse data to external call centres monthly to assist with proactive client retention activities.
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Maintain comprehensive records and provide regular reports on administrative requests, problem areas, progress updates, production outputs, and quality feedback to the manager.
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Collate and contribute input regarding process improvements based on administrative experiences and stakeholder feedback.
Stakeholder Collaboration
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Participate in collaboration meetings with external call centres to discuss administrative efficiency, challenges, and improvements.
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Report on the status of operations per call centre in collaboration with the Quality Assurance Clerk.
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Resolve day-to-day operational issues with clients, colleagues, and third-party stakeholders to ensure service continuity.
Ad Hoc Duties
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Assist with ad hoc duties related to lead generation activities for specific call centres, supporting sales and customer acquisition efforts where necessary.
Required Qualifications and Experience
Minimum Educational Requirements:
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Grade 12 (Matric Certificate) is essential.
Work Experience:
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1-2 years of relevant work experience in an administrative role is required.
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Experience within the long-term insurance industry will be advantageous.
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A background in a call centre environment will be an added advantage, demonstrating the ability to work under pressure and manage high volumes of requests.
Required Knowledge, Skills, and Attributes
Technical Skills:
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Strong administrative and organizational skills.
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Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
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Knowledge of insurance products, policies, and administrative processes (preferable).
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Ability to manage and manipulate data accurately for reporting and distribution purposes.
Behavioral Competencies:
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Excellent verbal and written communication skills.
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High attention to detail and commitment to quality.
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Strong problem-solving skills with the ability to resolve client and operational issues quickly.
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Good interpersonal skills, with the ability to work collaboratively with internal and external stakeholders.
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Ability to prioritize workload, meet deadlines, and work independently.
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Proactive and self-motivated with a strong work ethic.
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Resilience in managing high-pressure environments typical of call centre support roles.
Working at AVBOB
Joining AVBOB means becoming part of a respected organization that values integrity, excellence, and mutual benefit. We offer a supportive work environment where employee growth and development are encouraged. Our operational framework is aligned with best practices, and we are committed to fostering a culture of collaboration and service excellence.
Application Process
Candidates who meet the above requirements are invited to submit their applications before or on 29 January 2025.
Please note:
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Only shortlisted candidates will be contacted.
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If you do not hear from us within six (6) weeks after the closing date, please consider your application unsuccessful.
Employment Equity Commitment
AVBOB actively supports the principles of Employment Equity. In line with our employment equity plan and goals, preference may be given to candidates from designated groups.
Apply today and take the next step in your professional journey with AVBOB, a company dedicated to making a difference in the lives of South Africans through reliable insurance services.
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