Job Description

Job Summary



Client engagement will be virtual but at times would need to be done on a face-to-face bases thus it is a requirement that the successful applicant can travel, does have a valid driver's license, and does have access to their own transport.

It is also a requirement for the person to dress professionally and be presentable when engaging clients.

Accountability: To establish and maintain a professional relationship with all stakeholders (Client, Bank personnel, product providers and Broker Support staff) via virtual channels

• Receive leads data provided by the Manager, Campaign Manager or set up by appointment campaign
• If it is a lead, make telephonic contact with the client to set up a meeting within the specified timeframes per the leads campaign agreement
• As part of the advice process, assess the client's portfolio and identify possible gaps for which solutions can be formulated. When offering a solution also include a record of advice that the solution is based on.
• Manage inbound calls, online and Virtual queries and requests from customers seeking advice on their Insurance needs
• Disclose all the relevant information to the client as required by the relevant legislative frameworks (e.g. FAIS Act) at the initial interaction; to enable the client to make a decision on whether or not to proceed with the transaction
• Follow all the steps in the designated client engagement process as specified by Absa Insurance and Financial Advisers
• Provide regular feedback to the Manager on actions taken to progress the lead
• Actioning and closing leads appropriately on identified systems as per provided guidelines
• Provide the correct campaign product information at all times during client interactions
• Meet conversion ratios through engaging with the required number of clients daily and providing the required number of customer solutions
• Manage the end-to-end application process Accountability: Customer service/retention action
• Make use of the software systems provided to conduct a comprehensive risk evaluation for the client
• Obtain the client's consent to access his/her existing policy information by getting him/her to acknowledge through voice-logging or to sign the relevant documents in order to get a comprehensive view of the client's short term insurance portfolio
• Discuss various possible solutions and options available with the client
• Generate and discuss the appropriate solution in writing (quotation) with the client, complete the necessary Accountability: Risk and Compliance
• Ensure that all Absa Group Compliance exams are completed timeously, and the relevant pass mark achieved
• Ensure that all Regulatory and Absa Group Compliance requirements are met by following the campaign sales scripts during interactions with the client
• Report any non-compliance issues such as non-adherence to scripts to line management
• Comply with regulatory requirements in terms of FICA requirements
• Attend all the required training to attain accreditation to market the various products (product provider)
• Attend all the requisite internal training (i.e. Inhouse training, FAIS-related programs/courses)
• Attain the required FAIS credits in order to achieve Fit and Proper status
• Ensure that Fit and Proper status is maintained (honesty, integrity, financial solvency)
• Manage own career and personal development
• Ensure that all personal details such as street address, contact numbers etc. are up to date on the Employee Self Service portal (ESS) by updating them on ESS on a regular basis.
• Comply with house rules
• Meet required adherence & absenteeism requirements
• Proactively minimize costs to the organization
• Work closely with other members of the unit to delivery outstanding performance
• Attend team buzz sessions and meetings and contribute fully, including suggestions for ways of improving customer service
• Support team by sharing knowledge & best practice

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