Broker Support Agent at Nedbank

Job Responsibilities

• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
• Participate and support corporate responsibility initiatives for the achievement of business strategy (e.g.. Green Strategy).
• Seek opportunities to improve business processes and systems by identifying and recommending effective ways to operate and adding value to Nedbank.
• Identify common customer service breakdown and drive relevant corrective measurements to ensure customer satisfaction.
• Conduct service related workshops and training interventions to improve customer service.
• Analyse relevant customer feedback systems and identify common trends in customer breakdowns and recommend corrective action to achieve world class service expectations.
• Ensure adherance to service standards and strategies by observation and measurement and recommending corrective action.
• Collaborate with key stakeholders to identify initiatives to ensure achievement of sales and service targets.
• Support relevant areas to achieve sales and service objectives by highlighting gaps and opportunities.
• Monitor and coach to ensure understanding and effective utilisation of all sales and service systems to achieve strategic objectives.
• Reducing application errors and improve data quality by identifying frequent offenders and putting corrective activities in place.
• Conduct regular checks on sales claimed and leads provided to ensure compliance with policy and procedures.
• Monitor budget to ensure no overspend on marketing and sales within the region.
• Improve branch profitability through driving net new to franchise acquisition.
• Drive activation and entrench sales to improve revenue generating accounts.
• Focus on portfolio tilt and drive relevant products to increase revenue.
• Plan and implement local area marketing activities.
• Identify gaps in sales performance and provide training to impacted staff.
• Drive strategic sales levers by observing; coaching and testing for understanding.
• Increase sales by researching market and identifying sales opportunities and ensuring fulfillment.
• Drive daily sales disciplines by identifying shortfalls and ensuring corrective action is taken.
• Improve productivity and participation through daily focus on sales levers.
• Measure and drive sales leads and usage of relevant sales systems to improve cross selling opportunities.
• Improve cross sell through driving digital enticement by identifying lost opportunities and communicating these to relevant stakeholders.
• Support the achievement of the business strategy; objectives and values by reviewing Nedbank and Business Unit Plan and ensuring delivered systems; process; services and solutions are aligned.
• Identify training courses and career progression for self through input and feedback from management.
• Ensure all personal development plan activities are completed within specified timeframe.
• Share knowledge and industry trends with team and stakeholders during formal and informal interaction.
• Obtain buy-in for developing new and/or enhanced processes (e.g. operational processes) that will improve the functioning of stakeholders' businesses by highlighting benefits in support of the implementation of recommendations.

Minimum Experience Level

• Insurance /Brokerage experience
• DOFA experience

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

FAIS Qualification, Regulatory Examination 1 Qualification.

Type of Exposure

• Answering customer questions
• Sharing information in different ways to increase stakeholders understanding
• Communicating complex written information.
• Brainstorming ways of improving a product or situation.
• Challenging the status quo with a view to improving the environment or people's understanding
• Communicating standards to others.
• Coordinating and securing buy-in from internal stakeholders.
• Providing professional advice/opinion
• Using different approaches in new work situations
• Coaching others

Technical / Professional Knowledge

• Communication Strategies
• Data analysis
• Governance, Risk and Controls
• Nedbank policies and procedures
• Principles of financial management
• Principles of project management
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Cluster Specific Operational Knowledge
• Credit and risk Knowledge