Intermediary Support and Servicing Consultant - Johannesburg, South Africa - Sanlam

Sanlam

Verified Company

Johannesburg, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Who are we?
Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients' investment needs.

We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service.

We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth.

Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions.

While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier.

What will you do?

To be responsible for providing a servicing and support function to intermediaries that will contribute to an increase in the business capture rate by Alexander Forbes Financial Planning Consultants (FPC) on the different products offered on the AFICA platform which includes retirement fund products, policy fund products and discretionary products.

Accountable for handling and resolving incoming queries from planners in support of limiting possible exits. To perform tasks and duties as delegated by Manager, Senior Manager, Executives, and other seniors in the organization.
Key Outcomes
The following outcomes will be expected to be achieved by the Intermediary Support and Servicing Consultant

Manage turnaround times
Respond to tasks within 24 hours, or by business cut off times as agreed, documents and notes for validation purposes. The query should be checked that it is completed correctly and all supporting documents are submitted.
Manage own work on hand and assist fellow team members and colleagues in the bigger AFICA team.
Queries should be responded to within 24 hours.
Maintain results of delivery reports from mailing campaigns
Implement POPI and other legislative requirements where applicable
Resolving queries Internally and Internally (active and reactive)
Manage and resolve queries including the following:
Accurate transactional interpretation (what, when, why, description and meaning);
How to complete a form;
Requirements to perform a transaction or change a client record;
Productrelated queries (legislation, compliance and business rules);
Processrelated queries
Provide information on the following:
Values (all AFICA products)
Duplicate tax certificates
Statements
Pay slips
Funds and portfolios
Fund Fact Sheets
Forms
Brochures
Tools
Queries must be completed timeously, accurately, comprehensively and in a recipient friendly manner that will avoid unnecessary queries and confusion.
Complex and escalated queries should be handled and resolved within 24 hours of receiving it.
Update accurate notes and CRM task statuses.
Linking of clients from Compass to CRM.
Ensure that broker administration duties are performed accurately:
Know where to find the relevant forms to be completed;
Screening the forms;
Ensuring that coding happens accurately. What will make you successful in this role?
Perform calculations accurately and timeously
Understand, perform, validate and assist with calculations of:
Quotes
AFICA Re-Price of platform
Capital Gains Tax (Switches and Claims, Local and Offshore Products)
Internal Rate of Return (including Managed Share Portfolio)
Basic P.I.'s
Platform Cost Comparison
Fees (Annual and Initial, Admin and Advice)
Annuities and regular withdrawals
Annuities when top ups are made
P.A.Y.E. Income Tax on annuity income
Interest and Dividend based on transaction detail from system and generate manual certificates
Stakeholder management
Build and maintain relationships with internal and external stakeholders.
Build and maintain exceptional relationships with intermediaries through:
face-to-face meetings;

- desk visits
- courtesy calls as required.

Management of errors
Update the error registers on a daily basis with accurate information.
Analyze errors within the turnaround times, complete PI (Professional Indemnity) calculations, member record and market corrections, complete PI docs, within a 2 week turnaround time.
Identify gaps in the business where a process or procedure needs to be in place or improved.
Attend and complete all training provided with the aim of achieving the pass rate within the allocated time
Projects
Ability to carry out comprehensive testing on Compass, and reporting any problems to the team manager and compass,record keeping of test data.
All projects where you are the owner or manager to be delivered on target dates and where not possible to provide necessary information and feedback to other stakeholders in respect of reasons for non delivery. Being able to use available resources effectively and to source additional where necessary.

Qual