Specialist: Sales Support at Liberty Group South Africa

Purpose

To provide specialist advice and support relating to new business and policy servicing, through the execution of predefined objectives as per agreed SOPs.

Minimum Experience

3 - 5 years experience in a similar environment

Critical Job

• The Following Are Critical Requirements in this Role:
• BPO Systems experience.  
• Experience in working on Workflow, Compass and Mainframe Systems will be an advantage in this role. 
• Experience in dealing with brokers and strong communication skills (both written and verbal), are required in this role.
• Knowledge of Liberty Products (LPB) is essential.  
• Minimum Qualifications
• Higher Diplomas [NQF Level 06] in Generic Management
• Additional Minimum Qualifications

Outputs

Process

• Plan, organise and complete own tasks in a manner that meets performance objectives.
• Utilise a variety of software packages to produce correspondence and documents and maintain associated records, spreadsheets and databases.
• Proactively identify problems, apply known solutions in line with procedural guidelines and escalate unresolved problems.
• Demonstrate a complete understanding of pricing and proposal models to enhance customer growth, retention, satisfaction.
• Report on transactional activities within set guidelines to provide timely information for decision making in area of accountability.
• Deliver on agreed performance objectives according to set procedures and service level agreement.
• Plan and organise own tasks to make sure that performance objectives are met.
• Accountable for the execution of specialised work including the improvement of quality, standards and outputs within defined work routines and operating procedures.
• 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.

Customer

• Deliver on service level agreements made with internal and external stakeholders that meet or exceed expectations.
• Increase the effectiveness and efficiency of operational services by communicating with and actioning stakeholder concerns.
• Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
• Build and maintain contact with advisers and other stakeholders to promote organisational products and services.
• Ensure own understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage related to the area of specialisation.

Learning and Growth

• Contribute positively to own area-specific knowledge improvement associated with area of specialisation.

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

• Communication skills (Fundamental) (Intermediate)
• Query resolution (Intermediate)
• Customer Liaison (Intermediate)
• Research and Information Gathering (Basic)
• Reporting and Interpretation (Basic)
• Functional Policies and Procedures (Intermediate)
• Product and/or Service Knowledge (Intermediate)
• Customer Advice (Technical) (Basic)
• Business Administration Skills (Basic)
• Customer Relationship Management (Intermediate)

Behavioural Competencies

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