Service Consultant at ASI Financial Services

ROLE PROFILE

Provide an effective and efficient conduit between ASI Financial Services (ASI) and its clients (i.e. members and appointed representatives of the organisation) through provision of advice, query resolution, administrative service, communication, training and education.

KEY RESPONSIBILITIES AND ACCOUNTABILITY

CONSULTING

• Demonstrate a good understanding of the Employee Benefits (medical scheme, retirement fund, group risk, employee wellness programme, expatriation health benefits etc.) industry and the products available in the market;
• Conduct in-depth analysis of members’ financial needs and provide appropriate advice, record, save onto the CRM and provide member with a copy of the record of advice;
• Ensure that members understand the benefits, exclusions, administration processes and procedures of their appointed schemes/funds;
• Advise members who are leaving their employers (retirement/resignations) of their options (e.g. continuation, transfers, preservations options, tax implications, etc.) and refer them to an authorised financial planner for advice;
• Consult with members who have low investment (e.g. Red zone) to encourage them to increase their contributions or change their investment strategy;
• Conduct and arrange onsite member assist sessions, inductions, and training sessions. Ensure meeting notes are sent out for these engagements.
• Assist with resolve outstanding requirements for new business applications in the event the AC department was unable to resolve after 3 attempts.
• Yearend review presentations or where there is an open window period when required

ADMINISTRATION AND QUERY MANAGEMENT

• Attend to the resolution of members and/or employer queries. You are required to escalate complex queries to your senior consultant as soon as possible;
• Save client communication on internal drive, keep record of attendance register for training sessions, on-site session, queries received and option change forms;
• Prepare meeting packs for trustees/committee, record and distribute meeting notes to all relevant parties;
• Request necessary data/information from schemes/funds to support projects;
• Assist with resolution of billing discrepancies, membership compliance audits;
• Provide the Human Resource and Payroll team of each client in your portfolio with monthly dashboard report/stats of all activities and analysis relevant to you scope of responsibilities.
• Provide day to day assistance for general queries and updates on claims from members and HR.
• Submit withdrawal, funeral, death, disability claims for processing.
• Designing members newsletters with fund information.
• Dispatching of benefit statements.
• Preparation of member booklets, presentations, and fund summary reports for all employer groups.
• Assist HR with updated claim forms upon request.
• Governance – Ensure that all fund documents are saved on the Drive

PROFESSIONALISM

• Ensure clear, effective, and professional communication to clients;
• Always adhere to high standards of quality and professionalism (punctuality, formal dress code, professional written and verbal communication etc.);
• Comply with FAIS code of conduct;
• Adhere to ASI’s ‘Style Guide’ protocol, ensure that all external communication is peer reviewed before sending;
• Treat clients with dignity and respect;
• Keep workstation neat, orderly and tidy;
• Work collaboratively and efficiently with other team members and provide support where required;
• Live by the ASI core values
• Always be available to clients telephonically or respond timeously if a client call is missed

CROSS SELLING

• Persuade members to buy additional products to maximise their benefits (e.g. Vitality, Gap Cover, etc.)

QUALIFICATIONS, COMPETENCY AND EXPERIENCE

• Matric, FAIS Fit & Proper compliant (NQF Level 5, Regulatory Exams) and continuous learning is expected.
• MS Office proficient and proficiency in English (second language proficiency preferable); drivers’ licence and own vehicle
• 2 years’ experience in medical insurance
• Employee benefits experience (advantage)
• Excellent communication (verbal & written)
• Customer service excellence
• Willing to go the extra mile
• Self-managed