Policy Servicing Administrator– Core Business, Durban

Position Details Job Title: Policy Servicing Administrator– Core Business

Department: FSP– Core Business

Reports To: Business Administrations Manager

Location: Durban

Employment Type: Full-time

Job Purpose The Policy Servicing Administrator will provide comprehensive administrative support to potential and existing Icebolethu FSP clients. The role requires exceptional organisational skills, client care experience, and experience with Easipol and CRM systems. The ideal candidate will have strong attention to detail and the ability to handle multiple tasks efficiently.

Key Responsibilities

Maintain a healthy relationship with existing customers and build trust with potential customers

Support requests associated with all Icebolethu FSP services and products

Provide support to clients and customer facing staff by means of communication

Assist in resolving all policy-related queries

Assist with the coordination and amendments on policies for existing clients

Act collaboratively to solve problems and resolve spontaneous and unique situations

Ensure delivery of committed services and overall customer satisfaction

Demonstrate leadership, responsiveness and creativity in finding solutions

Ensure appropriate follow-up with customers

Amend data on the online system and data capture of client

Maintain an efficient work environment

Screen calls, and handle requests, and enquiries

Assist in client retention

Identify new and efficient ways to manage ticketing queues and workflows

Provide sales and administrative support to internal and external agents

Assist with the coordination and scheduling of orders and amendments, upgrades and cutovers for existing clients

Assisting in first-line support as and when required

Qualifications

Grade 12 / Matric (Required).

FAIS RE5 advantageous (or willingness to obtain).

Certificate in Short-Term Insurance (NQF4) is beneficial.

Computer literacy (MS Office, CRM systems).

Experience

1–2+ years in policy administration, insurance servicing, financial services, or funeral insurance.

Experience with policy management systems (e.g., Funeral system, CRM, underwriting platforms).

Customer service experience in a busy, high-volume environment

Technical Competencies

Strong understanding of insurance products and policy lifecycle.

Knowledge of funeral insurance processes, underwriting, lapses, reinstatements, and claims.

Understanding of regulatory frameworks (FSCA), TCF (Treating Customers Fairly), FAIS&FICA.

Accurate data-capturing ability and excellent recordkeeping skills.

Ability to interpret policy wording and policy schedules.

Experience working with Eazipol and CRM systems.

Strong organisational and time management skills.

Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).

Ability to work independently and as part of a team.

Effective communication and interpersonal skills.

High level of integrity and confidentiality.

Analytical and problem-solving skills.

Ability to handle multiple tasks and meet deadlines.

Proactive and self-motivated.

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