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
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 TIH Group. Proactively source new Brokers/External Partners, on-board, grow 1Lifes 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.
Behavioural Competency
Communicates Effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.
Customer Focus
Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organisation to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.
Ensures Accountability
Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.
Drives Results
Consistently achieves results, even under tough circumstances. For example, regularly pushes self to achieve outstanding outcomes; consistently establishes bold goals for own performance; is passionate about excellent results and significant contributions. Shows great tenacity to complete goals/initiatives in a timely way.
Plans and Aligns
Plans and prioritises work to meet commitments aligned with organisational goals. For example, outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own work with relevant workgroups. Takes some steps to reduce bottlenecks and speed up the work.
Collaborates
Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.
Interpersonal Savvy
Relates openly and comfortably with diverse groups of people. For example, takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.
Being Resilient
Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations; acts as a steadying force or role model for others. Skillfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.
Situational Adaptability
Adapts approach and demeanor in real time to match the shifting demands of different situations. For example, takes steps to adapt to changing needs, conditions, priorities, or opportunities. Understands the cues that suggest a change in approach is needed; adopts new behaviors accordingly.
Skills
Verbal Communication
Use clear and effective verbal communication skills and provide technical guidance when required to express ideas, request actions and formulate plans.
Account/Client Management
Provide technical guidance when required to manage client accounts in a way that provides benefits both for the organisation and its clients. Build Relationships with Brokers/External Partners Sales Planning and Coordination Achieve the best possible returns by planning and coordinating effective sales campaigns and related initiatives.
Computer Skills
Support business processes by understanding and effectively using standard office equipment and standard software packages. Excel trend analysis, Proficient in MS Office Writing skills Use clear and effective writing skills to express ideas, request actions and formulate plans or policies.
Planning and Organising
Plan, organise, prioritise and oversee activities to efficiently meet business objectives. Provide technical guidance when required. Customer System Operation With guidance, understand and effectively operate all customer management systems.
Data Collection and analysis
Analyse data trends with guidance for use in reports to help guide decision making.
Review and Reporting
Review and create relevant, lucid and effective reports with some guidance.
Data Management
With guidance, acquire, organise, protect and process data to fulfill business objectives.
EDUCATION
General Education
Grade 12/ SAQA Accredited Equivalent (Essential)
BCom or similar qualification (Advantageous)
Experience
General Experience
3-4 years experience in sales and distribution in long-term insurance (Essential)
Experience in marketing or sales in banking / financial / insurance / business services (Advantageous)
Benefits
- Medical Aid
- Provident Funds
- Commission
