The Distribution Support Administrator (DSA) provides quick and accurate administrative support to IFAs, IFA practice staff and consultants; serves as a source of information to enable the distribution teams (consultants) to deliver a professional service to Financial Advisers and other stakeholders.
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
- Understanding of end-to-end processes across product lines
- Understanding of end-to-end systems capabilities across product lines
- Challenge processes that do not serve the business - ease of business.
- Good understanding of Compliance process adherence and impact of non-adherence
- Quotes fulfillment and tracking
- Professional presentation of quote and relevant supporting documentation that support the 'advice-led' process.
- Accountable for the new business process - end to end completed with least amount of comeback.
- Process application form and engage with Financial Adviser /practice staff asap after 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
- Training of Financial Adviser practice staff through knowledge sharing of digital capabilities (such as Power BI, Campaign master etc.)
- Comfortable to be a first point of call on Financial Adviser /practice staff online navigation enquiries.
- 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.
- Gets involved in service centre escalations to improve the experience, has to think on their feet and always maintain good ambassadorship with a can-do attitude.
- High quality of processing and displays resilience in follow-ups and ensuring cases issue in the shortest possible timeframe high 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.
- The DSA plays an integral role between MDS and IFA and IFA practice in support, online capability knowledge and subsequent training.
- Similarly, this role is expected to 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.
- Take ownership for driving career development.
- 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.
