Key Responsibilities (including, but not limited to the following):
Understanding and Managing Targets
- The Telemarketer must ensure a clear understanding of the company’s monthly sales targets for both Legal and Funeral products.
- They are expected to work closely with Management to achieve both individual and departmental/company targets.
- The Telemarketer must meet their assigned weekly and monthly targets as set by their respective Team Leader.
- With guidance from the Team Leader, the Telemarketer should be able to calculate the required number of daily sales/proposals needed to meet both personal and company targets.
- Targets set must be reasonable, achievable, and practical. Weekly targets should be distributed consistently across the commission run month, rather than being disproportionately high over short periods （e.g. during reinstatement periods）.
Marketing of Leads （Sales of Products）
The Telemarketer is responsible for marketing Scorpion products to prospective members with the aim of securing new business by:
- Using the prescribed script to effectively address the needs and interests of prospective members.
- Utilizing only the tools and resources provided by Scorpion to market its products.
- Clearly explaining product features, benefits （e.g. accidental death cover）, and exclusions to ensure full understanding by prospective members.
- Accurately and professionally responding to all queries from prospective members.
- Collecting and capturing complete and accurate member information (e.g. name, address, premium details) to generate valid proposals.
- Ensuring all captured information is correct to facilitate successful deductions （e.g. accurate banking details and deduction dates）.
- Making all required disclosures and disclaimers strictly in accordance with the prescribed script, with zero deviations.
- Providing a clear summary at the end of each sales call to address final questions and confirm that all relevant information has been communicated.
Call Centre Operations, Dynamics and Reporting
- Maintain adherence to individual and departmental performance standards.
- Demonstrate efficiency, accuracy, and professionalism in all tasks.
- Collaborate effectively with team members and management.
- Complete and submit all required daily and/or monthly reports on time and with accuracy.
Quality, Compliance and Professional Conduct
- Conduct all interactions with prospective and existing members with honesty, transparency, and professionalism.
- Treat all clients fairly and with respect at all times.
- Strictly follow the prescribed script when marketing products, with zero deviations.
- Apply appropriate sales techniques without engaging in forced selling or rushing through leads.
- Treat all leads equally, without preference, including company-funded leads （e.g. digital leads）.
Regulatory and Disclosure Requirements:
Telemarketers must not provide financial advice or services beyond their authorised scope. This includes:
- Recommending or guiding prospective members on specific product choices or cover.
- Conducting financial needs analyses as defined by the FAIS Act or related legislation.
- Inform prospective members, in accordance with the Protection of Personal Information Act （POPIA）, that:
- Their personal information will only be used for the intended purpose of applying for a policy.
- Their information will be safeguarded and treated as strictly confidential.
Performance Quality （FDC and Clawbacks）
- Strive to minimise Final Deduction Codes （FDC） and/or clawbacks by ensuring complete, accurate, and compliant capturing of all required information.
Complaints Management
- Communicate with all members and prospective members in a professional, respectful, and courteous manner to minimise complaints.
- Immediately escalate any complaints or potential complaints to the Team Leader or Management.
- Fully cooperate with investigations and promptly assist when requested by Team Leaders or Management.
- Learn from valid complaints and take corrective action to prevent recurrence.
Requirements
MINIMUM CRITERIA AND PRE-REQUISITE COMPETENCIES
Education
- Grade 12 and/or equivalent qualification
- Additional call centre training would be advantageous
- FAIS accreditation will be considered an advantage
Experience
- A minimum of 12 months' Telemarketing experience is essential
- Proven track record of achieving targets
- Excellent telephone etiquette and communication skills
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