JOB DESCRIPTION: AGENCY FRONT DESK & ADMINISTRATION OFFICER

• Manage incoming and outgoing calls in a professional manner.
• Maintain registers for all incoming and outgoing calls, including caller details and reasons for communication.
• Maintain records of incoming letters, their origin, and intended recipients.
• Manage walk-in clients and record their purpose of visit.
• Maintain high professional standards for clients and agents visiting the office.

• Track and maintain the branch leave roster and ensure leave compliance.
• Coordinate weekly agent and leadership meetings and send reminders and meeting links.
• Manage branch petty cash in accordance with organizational policies.
• Maintain office stock and request marketing materials when needed.
• Ensure timely supply and distribution of approved marketing materials and logistics.

• Produce agents’ business cards and ID cards and verify QR codes.
• Coordinate COP intake and agent licensing processes.
• Receive policy documents from head office and distribute them to agents.
• Track delivery of policy documents and maintain acknowledgment records.
• Conduct welcome calls to clients to ensure satisfaction and prevent mis-selling.

• Enforce compliance in new business acquisition (e.g., PEP, AML requirements).
• Ensure proper documentation and adherence to regulatory guidelines.
• Support compliance monitoring at branch level.

• Actively follow up on agent queries including commission, underwriting, finance, and general issues.
• Provide support to ensure timely resolution of operational issues.
• Offer continuous support to agents to enable uninterrupted business operations.

• Prepare and submit daily and weekly operational reports.
• Maintain accurate records of branch activities and performance.
• Support data collection for administrative reporting.

• Perform any additional responsibilities as assigned by management.

• Bachelor’s Degree or Diploma in Business Administration, Office Management, Public Administration, or related field.
• Strong proficiency in Microsoft Word and Microsoft Excel.
• Experience in administration, customer service, or front desk management is an advantage.
• Strong organizational and multitasking skills.

• Customer Service Excellence
• Office Administration
• Record Keeping and Documentation
• Communication and Interpersonal Skills
• Time Management
• Problem Solving
• Attention to Detail
• Compliance Awareness
• Coordination and Planning

• Highly organized and detail-oriented
• Professional and customer-focused
• Able to work in a fast-paced environment
• Strong team player
• Proactive and reliable
• Strong sense of responsibility and integrity