The successful incumbent will be responsible for but not limited to the following:
To check all relevant required documents is received eg correct application forms, valid bank statement, signed quote
Ability to ensure compliance check is completed
To capture NB applications
To capture on Quality centre any possible fix or system issues such as match the rates to NB quote
Request outstanding information either telephonically or email
To issues NB quotes
Follow up on outstanding requirements
Maintain SLA within processing pools
Make recommendations for improvements to the system used in the department and testing system functionality after enhancements are made to the system
Required to have excellent written and verbal communications skills
Ability to switch roles and perform multiple tasks within the team
Amend and update QA errors report when necessary
To Capture, Quality Assure and activate new investments, issue the relevant policy schedules, and assist with queries relating to the process
Strong product knowledge
Monthly assessment need to meet minimum target of 90%
- Technical Competencies:
1.1 Assessment Criteria
Demonstrates ability to:
- Explain the business rules associated with each product
- Process work accurately by applying the business rules for the specific product/benefit
- Resolve telephonic queries by providing accurate product information to the franchises and brokers
- Quality Assurance:
- Team Leader
- Franchises
- Brokers
- Policyholders
- Internal Audit
- Technical Competencies:
2.1 Assessment Criteria
Demonstrate ability to:
- Explain the relevant legislation and its application to queries
- Apply the relevant legislation when resolving queries
- Quality Assurance Team
- Team Leader
- Franchises
- Brokers
- Policyholders
- Internal Audit
- Technical Competencies:
3.1 Assessment Criteria
Demonstrate ability to:
- Use the appropriate systems applications to produce outputs and resolve queries
- Quality Assurance
- Team Leader
- Franchises
- Brokers
- Policyholders
- Internal Audit
- Technical Competencies:
4.1 Assessment Criteria
Demonstrates ability to:
- Use SMAD (DFC)
- Use Web QA
- Use paradigm
- Quality Assurance
- Team Leader
- Non- technical Competencies:
1.1 Behavioral Indicators
- Offers appropriate service to match customers queries in a manner that elicits acceptance
- Uses an acceptable code of conduct as a basis for dealing with difficult or unethical behavior from others (racial taunts, sexual harassment and lying)
- Uses polite but firm language in order to conclude a lengthy phone call
- Quality Assurance
- Team Leader
- Non- technical competencies:
2.1 Behavioral Indicators
- Surfaces problems and provides recommendations for solving them to the appropriate people
- Settles disputes by finding common ground between parties with minimum disruption
- Quality Assurance
- Team Leader
- Non-technical competencies:
3.1 Behavioral Indicators
- Comes to the point in a direct yet appropriate manner
- Uses appropriate simple language (no slang or jargon)
- Quality Assurance
- Call Assessments
- Team members
- Customers
- Non-technical competencies:
4.1 Behavioral Indicators
- Follows through on customer requirements until a successfully concluded result is achieved.
- Result is accurate, complete and delivered timeously
- Quality Assurance
- Team Leader
- Non-technical competencies:
5.1 Behavioral Indicators
- A positional viewpoint without being dogmatic
- Quality Assurance
- Team Leader
- Non-technical competencies:
6.1 Behavioral Indicators
- Meet deadlines
- Attend meetings-if not able to, apology should be send prior to the meeting.
- Prioritise work according to importance
The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
