Broker Consultant Kzn - Johannesburg, South Africa - Qunu Staffing
Description
Title
Broker Consultant-KZN
Department
- 1L Distribution
Job Type
- Permanent
Work Level
- Skilled
EE Position
- No
Salary
- Market Related
Location
- Kwazulu Natal
Description
BE UNSTOPPABLE
RESPONSIBILITIES
Broker Customer Service
Provide a quality service to Brokers, while identifying opportunities to secure
new business or support retention. Responsibilities may include processing
cases, dealing with queries and investigating and resolving customer problems.
Ensure continuous enforcement of new and existing marketing strategies
through Brokers/External Partner relationships.
Ensure Brokers/External Partners are continuously up to date with regards to
training, products and processes in order to drive sales and ensure adherence to
business and statutory requirements.
Ensure the 1Life distribution operating model delivers contracted services to new
and existing Brokers/External Partners.
Enhance Broker/External Partner relationships through continuous motivational
sales support and recognition.
Customer Relationships Development
Make or receive calls (by telephone) to allocated Brokers to generate additional
leads and maintain existing ones. Act as a first point of contact for resolving
broker queries and complaints.
Effectively build, maintain and manage new and existing Broker/External Partner
relationships, departmental relationships as well as relationships within the TIH
Group.
Proactively source new Brokers/External Partners, on-board, grow 1Life's share
of wallet within panel of Brokers/External Partners, provide ongoing support and
servicing to Brokers/External Partners paneled.
Facilitate the effective resolution of any Broker/External Partner queries or
complaints as and when required.
Data Collection & Analysis
Collate and analyse data using POL360 system to identify trends, opportunities
and risks. Involves working independently.
Monitor relevant information available in the POL360 system after each contact
with a customer to ensure that the organisation maintains turn around time
(TAT).
Facilitate the effective resolution of any Broker/External Partner queries or
complaints as and when required.
Insights and Reporting
Generate daily, weekly and monthly reports on broker contacts, as well as broker
panel performance. Provide daily performance reports on incoming contacts and
sales.
Performance Management
Respond to personal objectives and use performance management systems to
improve personal performance.
Monitor the performance (panel penetration, ensuring not more than 40% of
lapse ratios and NTU ratios) of the Brokers/External Partners.
Ensure quarterly targets are met and provide guidance to Brokers/External
Partners to ensure sales targets are met.
Work Scheduling
Design own monthly schedule and, if necessary, assign work to others in order
to speed up office workflow and ensure high-priority tasks get done.
Leverage all available information from Brokers/External Partners, the industry
and internally to ensure constant review departmental processes, systems and
protocols to improve efficiencies.
Personal Capability Building
Develop and maintain excellent process or technical skills by participating in
assessment and development planning activities as well as formal and informal
training and coaching.
Ensure up-to-date financial services industry and market knowledge, as well as
internal products and processes are continuously maintained.
Operational Compliance
Develop knowledge and understanding of the organisation's policies and
procedures and of relevant regulatory codes and codes of conduct to ensure
own work adheres to those standards. Obtain authorisation from a supervisor or
manager for any exceptions from mandatory procedure.
Manage & mitigate risks i.e. reputational, quality of business, commission,
legislation and fraud, by ensuring sound business practice, procedures and
controls are implemented and adhered to within panel of Brokers/External
Partners.
BEHAVIORAL COMPETENCIES Communicates Effectively**Develops and delivers multi-mode communications that convey a clear
understanding of the unique needs of different audiences. For example, listens
attentively and takes an interest. Keeps others well informed; conveys
information clearly, concisely, and professionally when speaking or writing.
Customer Focus
Builds strong customer relationships and delivers customer-centric solutions. For
example, digs deeply into customer feedback and drives the innovations that can
enable the organisation to better meet customers' future needs. Frequently
adjusts approach to ensure customer needs are met and to improve service.
Ensures Accountability
Holds self and others accountable to meet commitments. For example, tracks
performance and strives to remain effective, learning from both successes and
failures. Readily take
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