Standard Bank: Broker Service Consultant

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  • Job ID: 36495
  • Job Sector: Banking
  • Country: South Africa
  • Region/State/Province/District: Gauteng
  • Location: Roodepoort

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

  • 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.

Preferred Qualification and Experience

Matric
RE Exam; FAIS Categories – 1.6
FAIS Qualification – 160 credits in commercial line
Higher Certification in Short Term Insurance

Knowledge/Technical Skills/Expertise

  • Minimum of 2 years experience in the Short Term Insurance Industry
  • 1 – 2 years Commercial Insurance Product Knowledge
  • 1- 2 Call centre or client servicing experience

PLEASE NOTE: We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraudline on 0800222050 or forward to [email protected]


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