Specialist: Account Manager (INN8) JHB at Liberty Group South Africa

About the role

This role creates the opportunity for the successful candidate to fulfil adviser (client) instructions for an assigned panel, as well as acting as the main point of contact for any escalation queries. You will be the responsible for ensuring a seamless INN8 experience whilst supporting your Specialist Relationship Manager (SRM) to achieve their defined targets. You will play a part in working closely with the adviser and their office staff, anticipating their needs and creating adviser satisfaction that  develops a brand new benchmark for adviser experience. 

The successful candidate will be a part of the Client and Adviser Experience team – a dynamic team that is passionate about people, service and purpose-driven solutions for their clients

Minimum Qualifications and Experience

• Bachelor Degree (or similar) in a Financial/Business related field and/or Postgraduate business-related qualification.
• 3 - 4 years’ experience in a similar environment

Key Responsibilities

• Develop an in depth understanding of the advisers and their needs, addressing queries and requests timeously, following issues through to resolution. 
• Ensure all cases of recurring problems are identified and rectified promptly.
• Maintain appropriate records on CRM in line with process.
• Ensure data (activity, sales and experience) is captured and reported accurately for their panel. 
• Provide insights to the SRM and other key role players based on their panel data.
• Maintain customer service levels aligned to agreed Service Level Agreements and ensure that high service levels are met, maintained and continuously improved.
• Identify opportunities for continuous improvement and sustainability of processes and practices to enhance service excellence. Perform various other related duties as required to facilitate the productivity of the department.
• Proactively solves problems, determines root-cause and applies solutions in line with guidelines and providing the necessary information to solve problems related to area of specialisation.
• Plan for own task execution and advises on improvements related to area of specialisation.
• Commits to achieving high quality results and provides a prompt, suitable and personalised service to customer's that meets customer needs. Take personal accountability for delivery.
• Take end-to-end ownership of transactions to ensure accurate record-keeping. 
• Ensure own understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.
• Liaise with other business areas.  
• Liaise directly with SRM regarding any adviser requests/queries accordingly and keep them updated.
• Foster a creative, collaborative and adviser focused relationship with all internal stakeholders to deliver solutions that are effective, pragmatic, and risk appropriate.
• Support the SRM to develop, record, implement and track his or her strategies with advisers in their panels
• Maintain and build relationships for purposes of expectation management, knowledge sharing and integration.
• Adhere to specified standards, policies and procedures to prevent potential losses/wastage related to the area of specialisation.
• Contribute positively to own area-specific knowledge improvement associated with area of specialisation.
• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.
• Ensures compliance with applicable regulations and legislation and adherence to risk guidelines, procedural controls, standards, policies and procedures.