Virtual Short Term Insurance Adviser at Absa Group

Overall Purpose

• To provide a solution orientated service to customers in Short-term Insurance risk and give advice.
• To provide solutions for the client's short-term insurance needs in both Commercial and Personal Lines.
• To service customers on request and regularly reviewing the client's portfolio in order to build a sustainable client base.

Key requirements – MUST have:

• RE1 & RE5 Must be completed
• Commercial Sales experience
• Call Centre experience

Key ccountabilities

To establish and maintain a professional relationship with all stakeholders (Client, Bank personnel, product providers and Broker Support staff) via virtual channels.                                                                                 

• Outputs to deliver this accountability:
• Receive leads data provided by the Manager, Campaign Manager or set up by appointment campaign
• If it is a lead, make telephonic contact with the client to set up a meeting within the specified timeframes per the leads campaign agreement
• Based on the lead provided, assess the client's portfolio and identify possible gaps for which solutions can be formulated, prior to contacting the client
• Manage inbound calls, online and Virtual queries and requests from customers seeking advice on their Insurance needs
• Disclose all the relevant information to the client as required by the relevant legislative frameworks (e.g. FAIS Act) at the initial interaction; to enable the client to make a decision on whether or not to proceed with the transaction
• Follow all the steps in the designated client engagement process as specified by Absa Insurance and Financial Advisers
• Provide regular feedback to the Manager on actions taken to progress the lead
• Actioning and closing leads appropriately on identified systems as per provided guidelines
• Provide the correct campaign product information at all times during client interactions
• Meet conversion ratios through engaging with the required number of clients daily and providing the required number of customer solutions
• Manage the end to end application process

Customer service/retention action                              

• Outputs to deliver this accountability:
• Make use of the Financial Needs Analysis tool (standardized format) provided to conduct a comprehensive risk evaluation for the client
• Obtain the client's consent to access his/her existing policy information by getting him/her to acknowledge through voice-logging or to sign the relevant documents in order to get a comprehensive view of the client's short-term insurance portfolio
• Discuss various possible solutions and options available with the client and thereafter recommend the most appropriate solution(s) to address any gaps
• Generate and discuss the appropriate solution in writing (quotation) with the client, complete the necessary

Risk and Compliance

• Outputs to deliver this accountability:                  
• Ensure that all Absa Group Compliance exams are completed timeously and the relevant pass mark achieved
• Ensure that all Regulatory and Absa Group Compliance requirements are met by following the campaign sales scripts during interactions with the client
• Report any non-compliance issues such as non-adherence to scripts to line management
• Comply with regulatory requirements in terms of FICA requirements

Personal Development                               

• Outputs to deliver this accountability:
• Attend all the required training to attain accreditation to market the various products (product provider)
• Attend all the requisite internal training (i.e. Broker Academy, FAIS-related programs/courses)
• Attain the required FAIS credits in order to achieve Fit and Proper status
• Ensure that Fit and Proper status is maintained (honesty, integrity, financial solvency)
• Manage own career and personal development
• Ensure that all personal details such as street address, contact numbers etc. are up to date on the Employee Self Service portal (ESS) by updating them on ESS on a regular basis.
• Comply with house rules
• Meet required adherence & absenteeism requirements
• Proactively minimize costs to the organization
• Work closely with other members of the unit to delivery outstanding performance
• Attend team buzz sessions and meetings and contribute fully, including suggestions for ways of improving customer service
• Support team by sharing knowledge & best practice

Education and Experience Required

• NQF level 4: Grade 12
• 120 Short-term Insurance FAIS credits at NQF Level 5 or an NQF Level equivalent B-degree in Risk Management
• Higher certificate in Insurance
• RE5 completed
• 2 to 3 Years’ experience in insurance industry

Knowledge & Skills:

• Knowledge of the insurance industry
• Knowledge of financial management
• Presentation Skills
• Negotiation Skills
• Interpersonal Skills
• People Management Skills
• Entrepreneurial Skills (Solid)
• Effective relationship building skills

Competencies: 

• Achieving personal work goals and objectives
• Analysing
• Coping with pressures and setbacks
• Entrepreneurial and commercial thinking
• Deciding and initiating action
• Delivering results and meeting customer expectations
• Persuading and influencing
• Relating and networking