Retentions Agent at Liberty Group South Africa

Purpose

To deliver investment retention related operational and administrative support services through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Minimum Experience

1 - 2 years experience in a similar environment

Critical Job

The Following Are Critical Requirements In This Role:

• Get involved in Ad Hoc Initiatives
• Be responsible for providing factual information

Minimum Qualifications

Further Education and Training Certificate (FETC) [NQF Level 04] in Office Administration

Additional Minimum Qualifications

• RE5
• 35 FAIS Credits

Outputs

Process

• Contribute to the provision of a comprehensive admin. service through the correct interpretation and application of procedures to optimise delivery.

• Utilise a variety of software packages to produce correspondence and documents and maintain associated records, spreadsheets and databases.
• Generate a variety of documents and where necessary produce reports according to set standards and prescribed guidelines.
• Process renewals, new business, records, policy servicing, valuations, quotations and technical documentation according to set standards.
• Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
• Proactively identify problems, apply known solutions and escalate more difficult problems.
• Plan for task execution and adjust priorities against an established plan.

Customer

• Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
• Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

Learning and Growth

• Contribute positively to own area-specific knowledge improvement.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

Competencies

Liberty Values

Technical Competencies

• Query resolution (Intermediate)
• Reporting and Interpretation (Intermediate)
• Customer Relationship Management (Basic)

Behavioural Competencies

• Organisation and Attention to Detail (Basic)
• Interpersonal Effectiveness (Basic)
• Problem Solving and Analysis (Basic)
• Teamwork and Cooperation (Basic)
• Customer service orientation (Basic)
• Communicating with Impact (Basic)
• Relationship Management and Networking (Intermediate)
• Customer Orientation (Basic)