Call Centre Agent – Short-Term Insurance (Personal Lines)

Job Spec: Call Centre Agent – Short-Term Insurance (Personal Lines)

Position Overview

We are looking for an experienced, FAIS-accredited call centre agent to compare short-term insurance quotes for prospective personal lines clients (home and motor).

Detail Information

Job title: Call Centre Agent – Short-Term Insurance (Personal Lines)

FAIS category: Category I, subcategory 1.2 – Short-Term Insurance Personal Lines

Location: Silver Lakes Office Park, Silver Lakes, Pretoria East (office-based)

Employment type: Permanent, full-time

Reports to: Call Centre Team Leader / Key Individual

Remuneration: Market-related basic salary plus incentive (to be confirmed)

Purpose of the Role

Engage prospective clients telephonically, gather accurate risk information, obtain and compare quotes across insurers, and present suitable home and motor cover options in line with FAIS and TCF (Treating Customers Fairly) principles.

Key ResponsibilitiesClient Engagement and Needs Analysis

• Make and receive calls to prospective clients (warm leads and inbound enquiries) and meet daily call and quote targets.

• Conduct a thorough needs analysis for buildings, household contents, all-risks and motor cover.

• Capture accurate underwriting information: driver details, vehicle use, security, claims history, property construction and sums insured.

Quoting and Comparison

• Obtain quotes from multiple insurers on the relevant quoting platforms.

• Compare premiums, excesses, cover limits, exclusions and benefits side by side.

• Explain options clearly and recommend cover that is appropriate to the client's needs and affordability.

Compliance

• Deliver all required FAIS disclosures and a record of advice on every call.

• Apply TCF principles, POPIA and FICA requirements in all client interactions.

• Keep call recordings, notes and documentation complete for QA and audit purposes.

• Complete ongoing CPD and any new product-specific training.

Administration and Conversion

• Update the CRM with every interaction, quote and outcome.

• Follow up on outstanding quotes and convert prospects into policies.

• Hand over sold business accurately to the onboarding / administration team.

• Escalate complaints and complex risks to the Team Leader or Key Individual.

RequirementsMinimum Requirements

• Matric (Grade 12 / NSC).

• RE5 (Regulatory Examination for Representatives) passed.

• Class of Business training completed for Short-Term Insurance Personal Lines.

• Minimum 2 years' experience in a short-term insurance personal lines sales or quoting environment, preferably in a call centre.

• Valid DOFA (Date of First Appointment) as a FAIS representative, with proof.

• Clear record: not listed on the FSCA debarment register, and able to meet FAIS Fit and Proper requirements for honesty, integrity and good standing.

Advantageous

• NQF Level 4 FAIS-recognised qualification (e.g. FETC: Short-Term Insurance) already completed.

• Product-specific training on major insurers' personal lines products.

• Experience with multi-insurer quoting platforms and CRM systems.

• Additional South African language(s).

Skills and Competencies

• Excellent verbal communication in English; confident, professional telephone manner.

• Strong attention to detail and accuracy when capturing risk information.

• Ability to explain policy wording, excesses and exclusions in plain language.

• Sales-driven and target-oriented, with good objection handling.

• Computer literate (MS Office, quoting systems, CRM) with good typing speed.

• Ethical, compliance-minded and able to work under pressure in a fast-paced environment.

Screening and Vetting

Shortlisted candidates will be subject to:

1. DOFA verification with previous FSP(s).
2. Reference checks with at least two previous employers.
3. FSCA debarment register check.
4. Verification of RE5, Class of Business and qualification certificates.
5. Criminal and credit checks (Fit and Proper).

How to Apply

Send your CV, a copy of your matric certificate, RE5 result, Class of Business certificate(s), NQF4 certificate (if completed) and proof of DOFA to ***email_hidden*** with the subject line "Call Centre Agent – Personal Lines".

Applications will be considered as they are received. Only shortlisted candidates will be contacted.