Business Administrator - Parktown at Hollard Insurance

Role Objectives:

• The Business Administrator is responsible for providing expert client service by understanding and addressing clients' financial needs, recommending appropriate insurance policies, and ensuring ongoing policy management. Additionally, this role supervises the handling of advanced escalations, provides mentorship to newly appointed advice representatives, and oversees the resolution of complex customer issues. The individual in this role will also ensure compliance with regulatory requirements and maintain accurate records.

Key Responsibilities:

Client Consultation & Policy Recommendations:

• Field calls from clients to understand their financial needs and goals regarding insurance.
• Conduct needs assessments to determine appropriate life insurance coverage.
• Explain various life insurance options, including term and whole life policies, to meet clients’ needs.
• Recommend suitable policies based on clients’ financial status, needs, and goals.

Sales, Networking & Policy Management:

• Build and maintain a strong client base through effective relationship management and networking.
• Assist clients in completing insurance applications, ensuring all policy requirements are met.
• Monitor and update clients on policy changes, new products, and opportunities for additional coverage.

Claims Assistance & Compliance:

• Provide guidance and support to clients throughout the claims process, addressing any questions or concerns.
• Ensure all activities comply with South African insurance regulations and Hollard policies and procedures.
• Maintain accurate and uptodate records of client interactions, policy details, and financial transactions.

Supervision & Support on Advanced Escalations:

• Supervise the handling of advanced escalations, ensuring cases are resolved efficiently, effectively, and in accordance with company policies and regulatory requirements.
• Manage complex and highpriority customer issues, including executivelevel escalations, premium rerates, and special policy restarts.
• Provide guidance and mentorship to newly appointed advice representatives and their respective teams to achieve performance goals.

Team Management & Compliance Oversight:

•  Conduct regular team meetings to review performance, discuss challenges, and share best practices.
•  Ensure the Advanced Escalations team handles cases with advanced expertise and in a timely manner.
•  Supervise the handling of AML service escalations and ensure compliance with regulatory requirements.
• Oversee the maintenance of detailed and accurate records of all customer complaints and advanced resolution cases.

Complex Issue Resolution:

•  Serve as the point of contact for complex and highpriority customer complaints.
•  Address escalated customer issues that require higher authority or specialized attention.
• Customer Focus Dedicated to meeting the expectations and requirements of clients, acting with clients’ best interests in mind.
• Leadership: Capable of guiding and mentoring team members to achieve high performance and resolve escalations effectively.
• ProblemSolving: Uses rigorous logic and methods to solve difficult problems, with effective solutions.
• Attention to Detail: Thorough in accomplishing tasks, ensuring accuracy and compliance.
• Integrity and Trust: Maintains the highest standards of integrity, showing consistency between words and actions.

Required Knowledge and Experience    

• Strong communication and interpersonal skills.
• Ability to conduct thorough needs assessments and make informed recommendations.
• Expertise in managing complex customer issues and escalations.
• Proficiency in understanding and explaining complex financial products.
• Excellent organizational and recordkeeping skills.
• Knowledge of South African insurance regulations and compliance requirements.
• Previous experience in insurance, financial consulting, or a similar clientfocused role is required.
• Experience in managing escalations and supervising teams is highly desirable

Educational Requirements    

• A minimum of a high school diploma or equivalent; a degree in finance, insurance, or a related field is preferred.
• Relevant industry certifications (e.g., RE5) are advantageous