Funeral Policy Administrator Team Leader at Rand Mutual - RMA

Purpose

Reporting to the Sales Operations Manager, the Funeral Policy Administrator Team Leader will be responsible for supervising and managing the Funeral Policy Administration & New Business team by ensuring that all processes, procedures and standards are met a maintained. The incumbent will also actively participate in the premium collection process and ensure that the engagement in customer service activities are executed efficiently and effectively.

Qualifications and Experience Required

• Diploma or Degree in the financial services or insurance industry
• Proficient in Microsoft Office
• FSB Regulatory Examination (RE5)
• 60 FAIS credits
• 2 years in supervisory, administration or management position
• 3 – 5 years Funeral Administration and/or Funeral New business experience (Group and/or Individual Funeral Business)

Key Areas of Responsibility

Team management and achievement of targets

• Consistently and effectively communicate the company objectives to all staff
• Supervise and manage the Funeral Administration to ensure that all policy administration, new business and premium allocation processes, procedures and standards are met and maintained
• Provide ongoing coaching, on-the-job assistance and technical support to the team
• Clearly and concisely communicate any instructions to the team

Management of day-to-day operations, processes and systems

• Manage the flow of day-to-day operations
• Convert customers to active status through utilisation of multiple communication channels
• Actively participate in the premium reconciliation process
• Oversee the application, on-boarding and administration processes

Internal and external stakeholder /customer relationship management

• Address customer and employee’s satisfaction issues promptly
• Attend to, address and facilitate resolution of general enquiries and complaints from customers and other relevant stakeholders e.g. Brokers, sales agents etc and report on these timeously
• Cultivate and maintain good relationships with all stakeholders
• Continuously engage with stakeholders through both written and verbal communication by providing ongoing customer support/service

Knowledge, Skills and Competencies Required

• Team management and achievement of targets
• Monitoring, reporting and quality assurance
• Internal and external stakeholder /customer relationship management
• Ethical behaviour (honesty/integrity)
• Verbal and written communication
• Building relationships
• Leading and supervising
• Managing performance (goal/target setting)