RESPONSIBILITIES

Broker Customer Service Management

• Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm. Administration Produce, update and provide best practice support on MS documents, databases and other departmental systems to support the work of more senior colleagues. Tasks could include ensuring Broker partner packs are delivered timeously, fault logging fo system errors on behalf of brokers, assisting BDO’s with administration and registration of brokers. Provide basic administration services to brokers & BDOs in the relevant region. Compliance Work within standard compliance systems and report simple non-compliance issues. Comply with service level agreements and quality standards.

Personal Capability

• Building Maintain and build relevant knowledge and ensure effective updating of own product and system knowledge. 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.

Continuous Improvement

• Contribute to optimizing work practices and procedures and generate new ideas to assist in identifying continuous improvements and growth for broker’s

Performance Management

• Assure all work meets technical / operations standards for quality and timeliness; use performance management systems to improve personal performance.

Data Management

• Support others by working on a variety of data management tasks. Maintain detailed records of broker information and statistical information.

Product & Solution Development

• Support others by assisting BDO’s with organisation of training and processes in order to drive sales. Ensure adherence to business and statutory requirements.

External Communications

• Create positive experiences for clients by interacting courteously with them.

Internal Client Relationship Management

• Help manage internal client relationships by supporting other to build effective working relations.

Requirements

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Certificate of Proficiency (COP) Long Term Insurance Industry (Advantageous)
• Relevant 3 year Business related degree / diploma (Advantageous)
• FAIS and RE qualification (Advantageous)

EXPERIENCE

• General Experience 1 to 2 years secretarial or administrative work experience in long term insurance/ banking (Essential)
• Client Services experience, preferably in the long term environment (Essential)
• Knowledge of the Financial Insurance Industry (Essential)
• Broker experience (Advantageous)