Consumer Service Broker (m/f)

Duties

• To advise clients on insurance products and services and to promote sales in liaison with sales brokers and financial service providers
• Identify and escalate potential risks which may lead to increased costs
• Adhere to standards and procedures to reduce costs
• Identify process improvements to save costs
• Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work
• Actively drive sales across product and campaign Initiatives
• Contribute to client service delivery culture through adherence to approved organizational service delivery principles
• Resolve customer dissatisfaction/complaints by taking ownership of the problem
• Deliver exceptional service adhering to relevant SLA agreements and offering appropriate solutions
• Deliver a quality service through meeting agreed turnaround times, and ensuring availability, reliability and accuracy
• Ensure first time resolution of relevant customer queries or escalations in accordance with operational goals and standards enhance the customer experience
• Follow up on queries handed over to other parties or areas to ensure delivery on agreed timelines and SLAs
• Propose improvements on internal processes that impacts service levels and customer satisfaction within area of accountability
• Establish relationships with relevant individuals and departments in order to deliver on work expectations
• Adhere to relevant service level agreements
• Remain accountable for your own work in accordance with the organisational values and code of ethics
• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution
• Identify and escalate risk as normal part of work
• Provide timeous reports on operations, performance and audit findings
• Report on transactional activity progression within set guidelines to provide timely information for decision making in area of accountability
• Achieve sales targets in line with performance scorecards and achieve an acceptable cost of sales ratio through pipeline managements and sales quality
• Identify opportunities to increase sales revenue and to grow the organisational client base while containing costs
• Assist with retaining or signing unbanked customer base with a view to improving and increasing profitability
• Maximize the sales by selling packaged financial solutions to clients
• Maintain specialised knowledge on all FirstRand approved products, application procedure, fulfilment processes and timelines to drive and achieve relevant sales targets
• Maximise cross-selling opportunities
• Drive adoption of digital and other self-service options across client base
• Provide updated information to brokers regarding new products and the requirements thereof.
• Provide training on new and existing products for brokers to ensure that they are competent and able to sell products
• Assist brokers on underwriting problems, including assistance with special approvals required and claims screening
• Maintain existing policies, give instructions and follow up with Insurers
• Consult with brokers about new business, payment of commission, identifying markets and marketing products
• Order and distribute promotional items to ensure visibility of company
• Enter all qualified leads into the sales pipeline and maintain it on a daily basis
• Market and sell life assurance policies with the purpose of obtaining new business and contributing to company growth
• Track, control and influence sales and service activities with the specific aim to increase sales and service efficiencies
• Engage new brokerage houses to ensure new business opportunities, and negotiate optimal rates and contracts
• Order and distribute promotional items to ensure visibility of company
• Enter all qualified leads into the sales pipeline and maintain it on a daily basis
• Market and sell life assurance policies with the purpose of obtaining new business and contributing to company growth
• Track, control and influence sales and service activities with the specific aim to increase sales and service efficiencies
• Engage new brokerage houses to ensure new business opportunities, and negotiate optimal rates and contracts

Requisites

• Minimum qualification : Relevant Degree or Diploma
• Experience : 2 to 3 years related experience

Notes

• Only shortlisted applicants will be contacted