Service Consultant: Welwitschia Insurance Brokers (Swakopmund)

Purpose of the Role

Responsible for administration and client service of Personal and Commercial lines policies. 

What will make you successful in this role?

Manage policy endorsements, renewals, and new business transactions accurately and within agreed service standards
Process policy amendments, quotations, renewals, and cancellations on insurer and CRM systems
Review policy documentation to ensure accuracy, compliance, and alignment with client instructions and underwriting requirements
Communicate policy changes, renewal terms, premium adjustments, and insurance documentation to clients in a timely manner
Follow up on outstanding premiums, unpaid debit orders, and policy cancellations while seeking client retention opportunities
Provide professional support to clients by resolving enquiries, complaints, and account-related queries effectively
Maintain accurate client records and audit trails through comprehensive CRM documentation and file management
Liaise with insurers, brokers, finance teams, and other stakeholders to ensure efficient policy administration and service delivery
Ensure compliance with regulatory requirements, company policies, underwriting guidelines, and FIA standards
Support monthly reporting requirements and contribute to continuous process and service improvement initiatives
Assist with claims-related policy amendments, cover confirmations, and other administrative duties as required
Deliver exceptional customer service by upholding the company's service values, client service charter, and brand standards

Knowledge and Skills

Full proficiency in English (verbal and written); knowledge of an additional local Namibian language will be a competitive advantage
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
Strong interpersonal, communication, and relationship management skills
Ability to resolve client complaints, disputes, and conflicts professionally
Sound knowledge of insurance policy wordings, underwriting principles, and insurer systems
Proficient in CRM systems and policy administration processes
Strong analytical, planning, and organisational skills
High level of accuracy, attention to detail, and professionalism
Customer-focused with a commitment to delivering excellent service and achieving results
Ability to follow procedures, maintain compliance, and uphold organisational values
Strong cross-functional awareness and stakeholder collaboration skills
Ability to work effectively in diverse and multicultural environments
Assertive, proactive, and able to prioritise competing demands
Capable of working independently and performing effectively under pressure

Overview of Role Responsibilities (Level 1-13)

Operational Compliance- Level 3 - Process Specialist
Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Insurance Policy Administration- Level 3 - Process Specialist
Enter new and updated customer and policy information into the relevant systems and set up premium collections, liaising with the customer and/or salesperson and/or agent to clarify incomplete and potentially inaccurate information and referring unresolved issues to others.

Insurance Policy Information - Level 3 - Process Specialist
Explain product status, features, and benefits, responding to customer questions to ensure that relevant information is provided; refer unresolved issues to others.

Operations Management- Level 2 - Process Operator
Carry out operational tasks by following established processes. May involve adjusting basic settings or parameters in order to meet performance standards.

Document Management- Level 3 - Process Specialist
Create, organize, and maintain files containing the correspondence and records of a senior colleague.

Experience and Qualification

School Leaving Certificate;
Introductory Programme in Short-Term Insurance (NQF Level 4)
Minimum of 3 years' experience in the short-term insurance industry.

Required Skills

Policy and Regulation - Basic
Works at a basic level to interpret and apply knowledge of laws, regulations and policies in area of expertise. Typically works under close supervision.

Insurance Principles and Practice - Basic
Works at a basic level to use and apply the core principles of insurance. Typically works under close supervision.

Data Management - Insurance - Intermediate
Works at an intermediate level to collect, store, and manage insurance-related data for accurate analysis, reporting, and compliance with industry standards. Typically works with guidance.

Document Management - Intermediate
Works at an intermediate level to use document management tools to manage, view, organize, and store documents. Typically works with guidance.

Transaction Integrity Management - Basic
Works at a basic level to maintain the accuracy, security, and compliance of transactions, ensuring reliable transaction records and safeguarding against fraud and errors. Typically works under close supervision.

Digital Literacy - Intermediate
Works at an intermediate level to understand, evaluate, use, and engage with digital technology and information, as well as create and share digital content, while being aware of essentials like safety, privacy and ethical considerations. Typically works with guidance.

Managerial Experience

Not applicable

Required Behavioural Competencies