Agency Front Desk & Administration Officer

About the role

The Agency Front Desk & Administration Officer supports the agency team by handling all front‑office and administrative tasks. This position ensures smooth daily operations, high service standards for clients and agents, and timely follow‑up on branch queries.

Key responsibilities

• Manage all incoming and outgoing calls and maintain detailed call registers.
• Maintain professional standards for clients and agents visiting the office.
• Record incoming letters, walk‑in visitors, and branch management communications.
• Track approved leave rosters, send reminders and ensure leave quotas are respected.
• Coordinate weekly agents’ and leadership meetings, distributing links and reminders.
• Requisition stock, produce and verify agents’ ID and business cards, including QR codes.
• Manage branch petty cash and request marketing materials when stock runs low.
• Supply approved marketing materials and handle logistics.
• Follow up actively on commission, underwriting, finance and general queries.
• Enforce compliance for new business acquisition (PEP, anti‑money‑laundering).
• Conduct welcome calls to ensure client satisfaction and avoid mis‑selling.
• Receive policy documents from head office, distribute to agents and track acknowledgements.

Required profile

• Team‑player with strong communication and interpersonal abilities.
• Excellent organisational and time‑management skills.
• Ability to thrive in a high‑activity, fast‑paced environment.
• Customer‑care orientation and flexibility to meet changing demands.
• Attention to detail and proactive problem‑solving.

Required skills

• Microsoft Word
• Microsoft Excel