RESPONSIBILITIES

Broker Customer Service

• Provide a quality service to Brokers, while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with queries and investigating and resolving customer problems.
• Ensure continuous enforcement of new and existing marketing strategies through Brokers/External Partner relationships.
• Ensure Brokers/External Partners are continuously up to date with regards to training, products and processes in order to drive sales and ensure adherence to business and statutory requirements.
• Ensure the 1Life distribution operating model delivers contracted services to new and existing Brokers/External Partners.
• Enhance Broker/External Partner relationships through continuous motivational sales support and recognition.

Customer Relationships Development

• Make or receive calls (by telephone) to allocated Brokers to generate additional leads and maintain existing ones. Act as a first point of contact for resolving broker queries and complaints.
• Effectively build, maintain and manage new and existing Broker/External Partner relationships, departmental relationships as well as relationships within the 1Life.
• Proactively source new Brokers/External Partners, on-board, grow 1Life’s share of wallet within panel of Brokers/External Partners, provide ongoing support and servicing to Brokers/External Partners paneled.
• Facilitate the effective resolution of any Broker/External Partner queries or complaints as and when required.

Data Collection & Analysis

• Collate and analyse data using POL360 system to identify trends, opportunities and risks. Involves working independently.
• Monitor relevant information available in the POL360 system after each contact with a customer to ensure that the organisation maintains turn around time (TAT).
• Facilitate the effective resolution of any Broker/External Partner queries or complaints as and when required.

Insights and Reporting

• Generate daily, weekly and monthly reports on broker contacts, as well as broker panel performance. Provide daily performance reports on incoming contacts and sales.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance.
• Monitor the performance (panel penetration, ensuring not more than 40% of lapse ratios and NTU ratios) of the Brokers/External Partners.
• Ensure quarterly targets are met and provide guidance to Brokers/External Partners to ensure sales targets are met.

Work Scheduling

• Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.
• Leverage all available information from Brokers/External Partners, the industry and internally to ensure constant review departmental processes, systems and protocols to improve efficiencies.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Ensure up-to-date financial services industry and market knowledge, as well as internal products and processes are continuously maintained.

Operational Compliance

• Develop knowledge and understanding of the organisation’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure.
• Manage & mitigate risks i.e. reputational, quality of business, commission, legislation and fraud, by ensuring sound business practice, procedures and controls are implemented and adhered to within panel of Brokers/External Partners.

Requirements

Must have

Qualification

• Grade 12/ SAQA Accredited Equivalent (Essential)
• BCom or similar qualification (Advantageous)

Experience

• 3-4 years experience in sales and distribution in long-term insurance (Essential)
• Must have 3rd Party Sales experience, recruiting, dealing, maintaining relationships with other FSP’s
• Experience in marketing or sales in banking / financial / insurance / business services (Advantageous)