Broker Service Consultant at Old Mutual South Africa

Detailed Description

• To build and maintain relationships with intermediaries and internal stakeholders.
• Provide a portfolio management support service by handling multi-claimants, collecting outstanding premiums, following up on surveys and survey requirements.
• Provide an end to end New Business and MTA quotation service on both schemes and non-schemes business and engage with broker on outstanding information where required.
• Perform all indexing, administration and data capturing requirements to convert the quote to new business (within mandates) and ensure that all the relevant supporting documents are included when distributing schedules to the broker/client.
• Provide an administrative support function to frontline sales force staff (filing, archiving, general administration, diary management, ad hoc scanning, new business register, salvage register).
• Provide a customer service through attending to walk-in clients, performing back up receptionist duties and assisting with incoming phone calls.
• Maintain a diary management system and proactively follow up on pending quotes/outstanding information and ensure that non-converted business is recorded as lost opportunity.
• Attend to administrative/reporting requirements for the negotiation of priority renewals.
• Provide a first line inbound support service (phone/email/BPM) to brokers and ensure that all queries (underwriting/quotes/new business/renewals/claims) are resolved within predefined parameters by liaising with appropriate internal stakeholders if/when required.
• Comply with data integrity requirements, underwriting guidelines, mandates and company retention limits.
• Attend to unpaid premiums and retention of business based on reports/cancellations.
• Ensure that own work is within defined SLA timelines by complying with WIP management and visual management standards.
• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on customer satisfaction and report to the relevant party
• Proactively suggest improvements in customer service and relations where applicable.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
• Adhere to agreed processes in order to deliver targeted operational results.
• Continuously strive to enhance and improve the Human Resources processes.
• Represent and market this process internally to peers and clients.
• Identify and report on Business Development process issues
• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
• Comply with corporate governance policies, procedures and standards.
• Operate within agreed mandates.
• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Collaborate and work with the Business Development team to deliver required service levels.
• Actively participate in the Business Development team to ensure functional balanced scorecard objectives are achieved.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Actively participate in own professional development and career path.
   

Job Requirements

• Grade 12
• Insurance Level IV qualification (or studying towards)
• 2 year underwriting experience
• Any form of sales/marketing experience in insurance will be advantageous
• Computer literate