Diary Administrator- Financial Services at NMG Benefits

Role Overview

The Diary Clerk is responsible for performing the tasks that comprises the pre-sales services offering to customers, thereby contributing to the ongoing customer relationship.

Activities include:

• Qualifying of Referrals
• Excellent Relationship Management.
• Secretarial and Administrative tasks
• Pre-Sales plan implementation.
• Performance Assessment.

Key Stakeholders

• Benefit Counselor
• Jnr &Snr Financial Advisor
• Admin Team

Organisational Structure

Reports to: Snr Financial Advisor or Practice Manager

Accountabilities

Diary Booking and data gathering

Duties and Responsibilities

Activity

Follow up any outstanding documentation from the client related to Pre-Sales

Booking of appointments (as per required) for

• Benefit Counselor
• Jnr Financial Advisor
• Snr Financial Advisor
• Input all relevant customer details on the computer management system and upload documents to relevant CRM.
• SMS or phone call to customer to confirm appointments.
• Capturing of diary and contact statistics in CRM<
• Update and maintain customer information in CRM.
• Record all customer contact on CRM.
• Ensure all customer problems are solved in an efficient manner, often handling the liaison with internal team.  Assist with all customer enquiries.  This may include delegating the customer inquiry to the most appropriate staff member and does not include the provision of advice to customers.
• Contribute towards the maintenance of existing customer relationships with the company; in-line with the company service process and ensure maximum customer retention is achieved.
• Every client query/request should be handled/communicated within 24hrs.

Administration

• Ensure all customer files and electronic records are maintained in-line with procedures outlined in the policies and procedures manual.
• Produce any documents or correspondence as required by the Adviser, ParaPlanner or Practice Manager
• Other duties as requested by the Practice Manager/Advisor.

Customer Service

• Record all prospect and customer contact details on CRM.
• Ensure all customer problems are solved in an efficient manner, assist will all customer enquiries in line with the company service offer.
• Delegating the customer enquiry to the most appropriate staff member.
• Maintenance of the existing customer relationship with the company and ensure maximum retention.
• Produce and mail client review invitations as needed
• Accurate production of all customer risk management review documentation and reports.
• Co-ordinate all customer correspondence, either as part of the sales and service process or at the request of the Advisor, Practice Manger.
• Every client query/request should be handled/communicated within 24hrs

Education

• Develop a moderate level of technical knowledge and ensure it is maintained or expanded.
• Provide training as required to all other staff where needed and within scope of work.
• Participate in training and development as outlined in the individual training plan.

Performance Assessment

• Contribute towards setting individual objectives and KPIs in conjunction with Practice Manager, and based on achieving business objectives
• Provide accurate reports on individual performance and activities as requested.
• Contribute towards assessment of individual skills and compilation of training and development plan.
• Attend formal performance reviews at least annually.
• Comply with all business policies and procedures.
• Contribute towards assessment of office morale and culture.

Competencies

Core Competencies

Essential:

• Communicate effectively
• Champions customer and consumer focus
• Displays integrity and ethical behavior.
• Creates partnerships and teamwork.
• Demonstrates business awareness.
• Thinks and plans creatively.
• Makes effective decisions.
• Achieves effective work flow.
• Embraces change.
• Communicate Effectively.
• Campions customer and consumer focus.
• Displays integrity and ethical behavior.
• Creates partnership and teamwork.
• Demonstrates business awareness.

Technical Competencies

Essential:

• Expertise in production of documents, spreadsheets and presentations
• Effective customer service and relationship skills including the ability to modify approach to meet the needs of the customer
• Knowledge of regulatory requirements
• Event co-ordination skills, including ability to tailor event to the audience for maximum effectiveness.
• Understanding of the products and services offered by the business.
• Ability to network effectively with staff of suppliers and COIs and maintain effective working relationship
• Ability to implement a project and action plans and juggle workload commitments
• Thinks and plans creatively.
• Makes effective decisions
• Excellent overall communication abilities including interpersonal effectiveness and ability to modify approach to suit various audiences.
• Strong time management and follow–up ethic
• Friendly and Professional manner
• Event co-ordination skills.
• Ability to implement projects.
• Excellent overall communication ability’s.
• Strong time management and follow up ethic.

Desirable

• Knowledge of industry
• Competence in customer and policy data systems used in business.
• Understanding of key drivers for small business success.
• Competence in customer and policy data systems used in business
• Knowledge of company policies and procedures for operating.
• Understanding of key drivers for small business success.
• Networking abilities both internal and external to the organization
• Demonstrates knowledge of investment and risk concepts and markets

Qualification and Experience

Essential:

• Moderate experience in a professional environment.
• Understanding of industry culture, products and services.

Desirable

• Business related study