Virtual Adviser - Johannesburg, South Africa - Absa Bank Limited

Absa Bank Limited

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Bring your possibility to life Define your career with us

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

Provide specialist advice and support in the implementation/development of operational planning and associated service delivery processes, methods and techniques.

Job Description:

Virtual Advisor

To provide a solution orientated service to customers in Long Term (life) risk and give advice.

To provide solutions for the client's long-term insurance and financial planning needs by servicing customers on request and regularly reviewing the client's portfolio in order to build a sustainable client base.

Virtual Adviser

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
Based on the lead provided, assess the client's portfolio and identify possible gaps for which solutions can be formulated, prior to contacting the client
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

Customer service/retention action

Make use of the Financial Needs Analysis tool (standardized format) 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 voicelogging or to sign the relevant documents in order to get a comprehensive view of the client's life assurance (long term insurance and investments) portfolio
Discuss various possible solutions and options available with the client and thereafter recommend the most appropriate solution(s) to address any gaps
Generate and discuss the appropriate solution in writing (quotation) with the client, complete the necessary

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 noncompliance issues such as nonadherence to scripts to line management
Comply with regulatory requirements in terms of FICA requirements

Personal Development

Attend all the required training to attain accreditation to market the various products (product provider)
Attend all the requisite internal training (i.e. Broker Academy, FAISrelated 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

Education and Experience Required

NQF level 5: Grade 1 120 FAIS credits at NQF Level 5 or an NQF Level equivalent Bdegree in long Term Insurance or equivalent.
Supervision signed off (risk and investment)
Preferred:_
2 to 3 Years' experience in insurance industry
CFP
Higher certificate in Insurance
RE 5 qualifications obtained
120 credits at NQF Level 5 (Life)
Membership of a professional association e.g. LUASA (Life Underwriting Association of South Africa), Financial Planning