To provide general administrative tasks and support to BCO and brokers in a manner that will ensure delivery of service and achievement of key performance deliverables.
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.
BEHAVIORAL COMPETENCIES
Customer Focus
Builds strong customer relationships and delivers customer-centric solutions. For example, probes deeply into customer needs to identify less obvious interests or expectations. Consistently goes above and beyond to understand customer requirements and surpass their expectations.
Interpersonal Savvy
Relates openly and comfortably with diverse groups of people. For example, grasps others' more obvious social cues and responds appropriately; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.
Drives Results
Consistently achieves results, even under tough circumstances. For example, devotes considerable effort to surpassing goals and achieving the best possible results; goes above and beyond to achieve excellence. Drives ahead with great focus when faced with obstacles and setbacks; maintains productivity and a positive attitude.
Ensures Accountability
Holds self and others accountable to meet commitments. For example, holds self to high standards and consistently honors policies, procedures, and work requirements. Scrupulously ensures all work is correct.
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.
Persuades
Uses compelling arguments to gain the support and commitment of others. For example, gives many insightful suggestions and offers thoughtful positions, once informed about the issues. Thinks carefully and solicits insight into how to build a compelling argument that resonates with others' interests.
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.
Action Oriented
Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, identifies what needs to be done and acts quickly. Shows optimism and enthusiasm that affects others positively. Works independently but knows when to ask for help.
Being Resilient
Rebounds from setbacks and adversity when facing difficult situations. For example, skillfully handles disruptions, obstacles, and emotional or stressful situations and nevertheless makes steady progress; seeks insight into the situation, reduces tensions, and finds optimal solutions. Swiftly recovers from significant setbacks.
Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, gathers basic information to understand a problem and find a solution. Seeks to understand and apply systematic problem-solving methods; distinguishes symptoms from underlying problems.
Skills
Customer Service Delivery
Works with guidance to meet high customer service standards. Account/Client Management Manage client accounts in a way that provides benefits both for the organization and its clients.
Verbal and Written Communication
Use clear and effective verbal and written communication skills to express ideas, request actions and formulate plans or policies.
Attention to Details
Apply concepts of knowledge / skill to pay attention to details.
Data Management
Acquire, organize, protect and process data to fulfill business objectives.
Product Management
Manage aspects of a product or service so that it achieves its maximum impact and value in the market.
Computer And Software Skills
Support business processes by understanding and effectively using standard office equipment and standard software packages.
Planning and Organizing
Plan, organize, prioritize and oversee activities to efficiently meet business objectives.
Action Planning
Develop appropriate plans or perform necessary actions based on recommendations and requirements.
Policy and Regulation
Interpret and apply knowledge of laws, regulations and policies in area of expertise.
Customer and Market Analysis Conduct research in order to develop understanding of customer that enables maximum return on investments.
Presentation Skills
Communicates with other people at an elementary level under supervision by speaking in a clear, concise and compelling manner.
Data Collection and analysis
Analyze data and information to help guide decision making.
Negotiation
Negotiate under guidance to help the organization by obtaining consensus between two or more internal or external parties who may have different interests.
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)
- 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)
