Job Ref #: V0050035
Industry: Insurance
Job Type: Permanent
Positions Available: 4

Job Description

RESPONSIBILITIES

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

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 1Life’s 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.

 

BEHAVIORAL COMPETENCIES 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. Skilfully

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 fulfil business

objectives.

Job Requirements

Must have 

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• BCom or similar qualification (Advantageous)
• SAQA Accredited Equivalent - it is the onus of the applicant to provide 1Life and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. *Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognised qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable). As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.

General Experience

• 3-4 years experience in sales and distribution in long-term insurance (Essential)
• Must have 3rd Party Sales experience, recruiting, dealing, maintaining relationships with other FSP's
• Experience in marketing or sales in banking / financial / insurance / business services (Advantageous)