To provide a high level of service to Customers, SBIB provincial offices, SBSA branches, stakeholders and Underwriters by resolving insurance policy queries on products according to business needs, to facilitate the development of customer loyalty through customer relationship management and to consistently portray a corporate image.
Key Responsibilities / Accountabilities Adherence to Contact Centre requirements; Administration Query resolution
Resolves insurance related queries and complaints from customers;
Facilitates the development of customer and business loyalty through relationship management and consistently portray a professional corporate image in accordance with the values of SBIB and SBSA.
Ensures that SLA’s are met
Meet daily productivity of 100%
Adherence to Contact Centre Management process (WFM)
Monitoring of personal performance related to contact Centre requirements Service customers end to end from an insurance perspective; Administration adherence
Promote a professional image when dealing with Product owners, SBSA Branch Consultants, SBIB Provincial Consultants, Finance and IT (both internal and external) and all other Stakeholder in accordance with the corporate values of SBSA.
Providing intermediary services to customers by ensuring all legislative requirements are met.
Provide all customers with feedback on all service requests and outstanding documentation according to customer relationship standards
Attend timeously and accurately to all renewals, new business, refunds, amendments, exception reports and cancellation as per client request / s and in accordance to SBIB system requirements;
Review that products and services meet with the client’s requirements;
Analyse and apply underwriting knowledge and principles on each customer request to ensure that customer needs are met and all risk are adequately covered
Provide accurate information to reduce turnaround times and provide better customer service
Reduce customer complaints by interacting with relevant divisions and or other relating entities on the progress of the query;
Request or send communication to client via email, post and Sms
Drive email conversion to ensure customers receive their documents and working towards a paperless environment;
Provide a high level of satisfaction by giving effective quality service to all our customers by explaining policy information to customer’s e.
g. Pro-rate premiums, debit procedures, etc.;
Live and drive a vision and culture of customer centricity and service delivery ensuring a constant positive customer experience.
Refer to Key responsible areas (KRA’s) for breakdown of clear measurement Risk and Compliance
Adheres to SBIB and SBSA code of conduct in relation to promoting and being a brand ambassador;
Adheres to all operating procedures and processes to avoid professional indemnity exposure / operational losses and reputational risk;
Adheres to scheduled times and achieve compliance according to bench mark
Adhere to TCF Habits during conduct with customers.
Quality of the work and achieving according to bench mark Record all tasks, which contributes towards overall reporting.
Identify and record incidents from customers, stakeholders on remedy to improve workflow process;
Ensure proper and accurate capture of client requests on Maven Diary or equivalent systems.
Daily, weekly and monthly feedback to the team leader on all escalations finalised. Legislative Prohibitions must be adhered to.
Adhere to all the financial advisory and intermediary Services Act No. 37 of 2002, (the Act) in order for the Organisation to remain a licensed Financial Service Provider and ensure that you only act on factual information
Adhere to AML legislative requirements.
Work with and achieve regulatory requirements for the area as required.
Ensure that all compliance requirements are met. Internal relationships* Business area : Assurance Administration Consultants and Sales Simmonds Contact Centre Job : Adhering to turnaround times which relates directly to the excellent service provided to the customers and teamwork and maintaining a professional work environment Nature of relationship : Influence their service delivery Sphere of influence : Impact the whole business unit Description or examples : Attending to all system updates on queries, providing all documentation necessary, keeping record of such, attending to service request and providing relevant information regarding policy status, refunds etc.
Business area : Assurance Product Owners Job : Underwriting insurance Accounts Nature of relationship : Provide and receive a service Sphere of influence : Impact the whole business unit Description or examples : Receive ad hoc campaigns actioning all instructions, providing relevant information required on all service request Business area : Assurance Claims Job : Attending to insurance claims Nature of relationship : Provide and receive a service Sphere of influence : Impact the whole business unit Description or examples : Ensuring policies are up to date and required information is provided at claims stage, also assisting on all queries and professional indemnity claims.
External relationships* Role type of external contact : SBSA Branch and Provincial Consultants Nature of relationship : Manage the relationship Description or examples : Having a good relationship that enables one to request customer information.
Also informing them and receiving all policy instructions and documents from them, and actioning the same Role type of external contact : System owners Nature of relationship : Manage the relationship Description or examples : Reporting any system errors and assist in testing system development from time to time Preferred Qualification and Experience
Matric / National Certificate mandatory
FAIS Qualification (an advantage) Knowledge / Technical Skills / Expertise FAIS Generic Qualification recognised by FSB