The Distribution Support Administrator (DSA) provides quick and accurate administrative support to IFAs, IFA practice staff and consultants
Requirements
Qualifications:
- Office administration qualification or Business related (Degree/NQF 7)
- 1-2 Year experience in financial service (essential)
- Insurance industry experience (preferred)
- Experience within the MDS Sales environment will be an advantage.
Internal processes: Sales and Service Experience
- Demonstrating an understanding of end-to-end processes for various product lines.
- Identify and address processes that do not support business efficiency and ease of operation.
- Have a good understanding of Compliance process adherence and impact of non-adherence.
- Have an ability to present quotes and relevant supporting documents professionally to uphold an 'advice-led' approach.
- Ensure the new business process is handled end-to-end with minimal need for revisions.
- Handle the processing of application forms and promptly engage with Financial Advisors/Practice staff upon receipt.
- Engage with Financial Adviser practice staff to ensure processing happens smoothly with full ownership of the process through understanding and conveying the reason for requirements.
- Ensure all cases and new business applications are correctly recorded and kept up to date on activity manager.
- Log appropriate activities, timeously (quotes and Financial Adviser engagements)
- Consult systems to view progress - those documents pull through correctly.
- Manage pipeline - keep clean and relevant. Drive submission of requirements to ensure cases issue.
- Having regular engagement sessions with Business Consultant to update on status of all quotations, pipeline business and any other sales enablement updates.
- Prepare Consultant for engagement by providing reports, quote feedback, pipeline business.
- Co-accountability for Momentum Distribution Service target achievement with consultant
- Administratively support Consultant on all planned marketing calls - to follow through in support.
- Understanding of all available reports such as Power BI, lapse and arrear reports, reinstatement reports
- Provide training to Financial Adviser/practice staff by sharing knowledge of digital capabilities such as Power BI, Campaign master etc.
- Capable of being the primary contact for online navigation enquiries from Financial Advisers/Practice Staff.
- Ensure that all training interventions are recorded on appropriate reports.
- Provide support to other branches (nationally) when need arises to ensure business continuity.
- Identify and report process and system failures and enhancements to improve client experience.
- Escalate faults and other housekeeping issues with the relevant stakeholders or service providers.
- Engages in service center escalations to enhance the customer experience, demonstrates quick thinking, and consistently maintains a positive ambassadorial approach with a can-do attitude.
- Demonstrates high-quality processing and resilience in follow-ups, ensuring cases are resolved promptly within stringent performance standards.
- Ensure all internal and external engagements are conducted in a professional manner.
- Maintain meaningful business relationships with all stakeholders.
- Provide authoritative expertise to clients and stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback, and provides exceptional client service.
- Supporting MDS, IFA, and IFA practice through online capability knowledge and subsequent training.
- Understand and fulfil on the role requirement to keep consultants fully abreast of pipeline and new business activities to be fully informed in the face of the IFA.
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislative knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Identify opportunities to enhance effectiveness and increase operational efficiency.
- Manage company resources under your control with due respect.
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
