Broker Service Consultant wanted: Apply Now


Broker Service Consultant wanted: Apply Now

Wealth Sales & Distribution

Job Purpose

To establish and maintain good business relationships with underwriters, SBPF and customers and in the process provide a high level of satisfaction by giving effective quality service.
To service our customers in accordance with the CEBS criteria set out.
To promote a professional image when dealing with customers in accordance with the corporate values of SBSA.
To ensure timeous and accurate capture of queries and provide relevant stake holders with feedback.
Key Responsibilities/Accountabilities
Key Responsibilities:

Customer Relationship Management
Ensures that service requests in personal worklist are actioned within agreed timelines.
Provides customers with feedback on reclassification of Service Requests, outstanding documentation and telephonic resolution feedback according to customer relationship standards.
Ensures accurate capture, updates or amendments of customer information and history notes.
Providing both an Inbound and Outbound function
Deliver good customer service by keep promises on turnaround times
Strive to exceed set goals
Ensure adherence to SLA’s and Call Centre service levels
Adhere to scheduling times
Adhere to compliance, underwriting guidelines systems and procedures
Maintain accurate statistics
Achieve and exceed minimum QA standards
Attend training and team meetings
Assist team by achieving individual targets
Servicing/Queries

Ability to make immediate decisions in query resolution.
Constant managing of work volumes and having to initiate, strategic and crisis management wherever necessary.
Ability to make the correct decision and accept responsibility/ accountability for the decision.
Develop strong business relationship with Customers, Underwriters, SBPF and the Insurance Companies.
Ensure that day-to-day mail and queries are attended to promptly.
To adhere to underwriter’s rules and business procedures
To handle queries in an efficient manner as well as emailing documents to customers
as requested.
Ensure that the quality of work is of a high standard i.e. Always update the
customer’s details,
Action Admin request, diarize and follow-up. Attend accurately and efficiently to all business, amendments and cancellation requests as and when required to action.
Assist Underwriters with queries and provide accurate and efficient feedback within service level agreement. (give accurate info to reduce turnaround time and provide better service to clients).
Reduce customer complaints by interacting with relevant divisions and inform the customer and or other relating entities on the progress of the query,
Attend to Administration such as correspondence, writing of letter, and retrieval of documents on a daily basis,
Maintain excellent quality of correspondence sent to customers.
File copies of all correspondence for future reference.
System Implementation/Work Flow
1) Business Support – Liaise with the Business Support Department when system problems are experienced.

Risk Management
1. Use your initiative to identify potential Risk exposure in accordance with underwriters rules, take action by consulting with manager or underwrites

2. Contact customers telephonically and or attend to written correspondence as Communication regarding underwriting rules.

Key Performance measures:

1. Good customer relationships
2. Ensuring queries are carried out accurately and timeously
3. Lives and drives a vision and culture of customer orientations and service delivery ensuring a constant positive customer experience.
4. Number of queries and complaints logged effectively and correctly
5. Number of service requests resolved within agreed milestones/service level agreements.
6. Number of service requests resolved with minimal hand-offs.

General:

1. To promote a professional image when dealing with our customers in accordance with the corporate values of SBSA
2. Adhere to all improvements and corrections suggested in order for the growth of the yourself and the company,
3. Motivate team spirit amongst your colleagues and assist one another when assistance is required. Use your initiative to promote growth amongst your colleagues and the growth of the department,
4. Ensure that all customer queries/problems are resolved timeously that is documented
5. Personal development through involvement in training and guidance provided by training department and team manager
6. Have excellent understanding, knowledge of products offered by Underwriters

Internal relationships:
Underwriters:

Maintenance of this relationship relates directly to the quality of service provided to customers and potential customers. The key to maintaining this relationship is the building of long-term customer loyalty through customer relationship management. Feedback to Product Owners via Management would also contribute to the Product Owner understanding the customer’s response to their products.

External relationships:
Customers:

The maintenance of this relationship is crucial to the existence of the Company as a whole. It builds trust and loyalty. It has a direct bearing of the Company’s ability to compete in the Market. The servicing processes should achieve this through effective customer relationship management.

Preferred Qualification and Experience
Minimum qualification 1* RE Exam; FAIS Categories – 1.6

Minimum qualification 2 FAIS Qualification – 160 credits in commercial line

Minimum qualification 3 Matric

Preferred qualification 1 Higher Certification in Short Term Insurance

Experience
Experience required 1* Job Function: Wealth Management
Job Family: Standard Bank Insurance Brokers, Wealth
Years: 1-2 Years
Experience Description: Minimum of 2 years’ experience in the Short Term Insurance Industry

Experience required 2 Job Function: Wealth Management
Job Family: Standard Bank Insurance Brokers, Wealth
Years: 1-2 Years
Experience Description: Commercial Insurance Product Knowledge

Experience required 3: Job Function: Wealth Management
Job Family: Standard Bank Insurance Brokers, Wealth
Years: 1-2 Years
Experience Description: Call centre or client servicing experience

Knowledge/Technical Skills/Expertise

Apply Now

Source: Indeed

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