Admin Support (Centurion) at AVBOB South Africa

Description
The role of the Lead Officer/Admin Support is to ensure that the Direct Marketing department functions optimally and reaches the set objectives and targets by handling supporting functions relating to leads distribution, reporting and analysis:

• Support System Administrator in ensuring that leads received are optimally distributed, attended to timeously and system errors are reported.
• Analysis and verification of leads submitted versus dispositions
• Ensuring that sales opportunities via internal and external channels are not missed, and contributing to innovative strategies for sales improvement
• Ensuring that all departmental queries are TCF and regulatory compliant
• Assist team members and department with general admin tasks that support optimal sales production.
• Contributing to department KPI tracking, business analysis and reporting

Sales verification:

• Verify 10% of sales premiums above R250 per month
• Verification of 10% of dispositions to ensure reporting credibility

 General Admin and compliance:

• Handle and assign lead request/s department transferred calls e.g.  from any internal and external sources (enquiries, sales, retention etc)
• Ensure all manual leads are distributed timeously and provide feedback and reporting
• Contribute to strategies to track and improve conversion rate on all combined campaigns on leads generated
• Ensuring that department minutes and all other key documents are filed and saved on share drive
• Honor commitments by providing helpful and responsive customer / stakeholder service.
• Ensuring calls comply with regulatory compliance i.e.  Ensure that all department activities are regulatory compliant and assisting with risk file, audit remedial actions etc. 
• Demonstrate an understanding of TCF when engaging customers
• Assist team members and department with general admin tasks
• Assign possible leads to lead officer/ System Administrator
• Providing support to ensure departmental and individual targets are met.
• Assist team with keeping business on the book by tracking retention and assisting and contributing to remedial actions i.e. removals, cancellations
• Investigate any process queries and provide verified question and answers (QA) to the team for optimal production
• Daily mid-day stats tracking
• Team motivation and contribution to new Telemarketer onboarding process
• Collate campaign feedback/ user experience feedback and contribute to department strategy sessions
• Monitor leads volume versus resources and shifts and coordinate implementation of strategies applied to improve optimal leads conversion. 

Requirements

• Grade 12 with experience in Admin, Customer service, Telemarketing / Sales.
• Tertiary qualification advantageous.
• Fais Accreditation for CAT B products.
• Intermediate level of proficiency relating to the MS Office Suite.
• Regulatory exams. i.e. RE 5 / RE 1 will be advantageous
• 1 years’ experience in a Direct Marketing/ Call Centre / Sales Leads lead administration environment in the Long-term insurance field.
• Highly analytical and ability to handle data analysis and Reports (Advanced Excell, Word, PowerPoint, CRM e.g. Connex etc)
• Workforce Management
• People Management 
• Call centre management tools
• Knowledge of CRM Systems (e.g. Production, Connex, Genesys etc)
• Conflict management
• Intermediate knowledge of relevant legislation – e.g. Long-term Insurance Act, FAIS, FICA.
• Knowledge of insurance products and systems.
• Sound knowledge of sales techniques.
• Extensive knowledge of telephone etiquette.
• Advanced computer literacy in e-mail and MS Office and Windows.
• Pro-active.
• Performance and quality driven.
• Autonomy/ independence.