Job Openings at Telesure Investment Holdings (TIH)

JOB PURPOSE

The Virtual Financial Advisor will be responsible for conducting financial needs analysis for both Life and Investment planning needs, utilise extensive expertise to provide financial advice to customers, grow client base and prospecting of new clients.

RESPONSIBILITIES

Sales Opportunities Creation

• Develop a personal network within the sales territory and represent the organisation at relevant industry events, sourcing of referrals, and recommendations from existing customers and other contacts to identify sales opportunities, promote the organisation, and enhance its reputation. Identify Personal Lines and Business Insurance opportunities.

Customer Needs Clarification

• Consult with a range of customer representatives at different levels to identify the outcomes they require, introducing relevant internal specialists and utilising their expertise to gather and analyse complex customer data, clarify mid- to long-term customer needs, and develop and agree to a specification of customer requirements. Conduct financial needs analysis, client portfolio analysis and provide financial advice.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale.

Customer Onboarding

• Walk customers through the advanced/custom features of the product/service, connecting those features directly with customer pain points.

Performance Management

• Respond to personal objectives, take appropriate actions to ensure achievement of agreed objectives and use performance management systems to improve personal performance.

Customer Relationships Development

• Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.

BEHAVIORAL COMPETENCIES

Drives Results

• Consistently achieves results, even under tough circumstances. For example, regularly pushes self to achieve outstanding outcomes; consistently establishes bold goals for own performance; is passionate about excellent results and significant contributions. Shows great tenacity to complete goals/initiatives in a timely way.

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding.

Persuades

• Uses compelling arguments to gain the support and commitment of others. For example, positions and packages ideas so that they will resonate strongly with a wide variety of stakeholders. Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise.

Requirements

• Matric
• Must have at least 1 years’ experience in a call center environment selling long term insurance products
• Must be Fais compliant – RE5 and 120 credits at NQF level 5
• Class of business in Long Term insurance as well as investments

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JOB PURPOSE

Connect with the customer and consultant, conduct needs analysis and propose solutions and benefits to the customer and consultant. Need a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand. Ensure consultants are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.

RESPONSIBILITIES

Operations Management

• Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

Performance Management

• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.

Customer Management (External)

• Help manage clients by carrying out standard activities and providing support to others. Manage customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.

Operational Compliance

• Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals.

Capability Building

• Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching in own area of expertise to enable others to improve performance and fulfill personal potential.

Customer Relationship Management (CRM)

• Data Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.

Insights and Reporting

• Extract and combine data to generate standard reports. Identify gaps and suggest improvements to achieve targets and goals.

Work Scheduling and Allocation

• Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.

Requirements

EDUCATION

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Regulatory Exam 5, dependent on DOFA date (Essential); Full 150 STI credits, dependent on DOFA date (Essential); CPD hours (Essential); Class of Business Certificate (Advantageous); Degree and/or diploma in business/marketing (Advantageous)

EXPERIENCE

General Experience

• 5 or more years retentions/sales experience (Essential); Experience in Financial Services Industry (Advantageous)

Managerial Experience

• 3 or more years sales experience in a leadership role (Essential)

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JOB PURPOSE

Provide administrative support and assistance to internal and external stakeholders. Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues. Assist with general administration and collation of data as required from time to time.

RESPONSIBILITIES

Data Collection & Analysis

• Accurate collation and analysis of information for submission to external parties and audits. Ensure accurate recording of information on any systems used internally or by external parties. Assist in setting up and maintaining administration processes.

Operational Compliance

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering tomandatory procedures to ensure own work is undertaken to the required standards.

Document and Data Management

• Create, organize and maintain files containing the correspondence and records of a senior colleague. Client & Customer Management Help manage clients by carrying out standard activities and providing support to others.

Stakeholder Engagement

• Effectively build and maintain relationships with both internal and external stakeholders and partners. Ensure effective service delivery to meet stakeholders needs within specified SLA’s. Provide ad hoc project support within the department.

Work Scheduling and Allocation

• Organize own work schedule in order to get the job done.
• Personal Capability Building
• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Requirements

EDUCATION

• General Education
• Grade 12/ SAQA Accredited Equivalent (Essential); Diploma or Degree in the Company Secretarial field (Advantageous)

EXPERIENCE

General Experience

• 2 or more years' experience in an administrative role dealing with company secretarial duties (Essential); 2 or more years' experience in facilitating amendments to company profile with CIPC and engaging with Auditors(Essential); General administration services and data collation experience (Essential)

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RESPONSIBILITIES

Insurance Claims Administration

• Carry out a range of information gathering and data processing activities to support the administration of insurance claims, including an initial review of claims documentation to identify further information needed and/or to allocate cases to the appropriate claims specialists/investigators.

Document Management

• Create, organize and maintain files containing the correspondence and records. Obtain all required information and documents to proceed with the claim.

Administration

• Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.

Intermediary / Customer Service Management

• Carry out standard intermediary/customer service activities and handle simple customer enquiries.

Stakeholder Engagement

• Support stakeholder engagement by arranging actions, meetings, and events.

Compliance

• Work within standard compliance systems and report simple non-compliance issues. Comply with service level agreements and quality standards.

Personal Capability Building

• Maintain and build relevant knowledge and ensure effective updating of own product and system knowledge. Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Continuous Improvement

• Contribute to optimising work practices and procedures and generate new ideas to assist in identifying continuous improvements and growth for broker's.

Data Management

• Support others by working on a variety of data management tasks.

Performance Management

• Assure all work meets technical / operations standards for quality and timeliness; use performance management systems to improve personal performance.

External Communications

• Create positive experiences for clients by interacting courteously with them.

BEHAVIORAL COMPETENCIES

Customer Focus

• Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

Builds Networks

• Effectively builds formal and informal relationship networks inside and outside the organization. For example, draws upon own network to gain insight, build support, and achieve outcomes. Leverages networks to identify industry experts, explore some best practices, and exchange ideas and knowledge. 

Requirements

EDUCATION

General Education 

• Grade 12/ SAQA Accredited Equivalent (Essential)
• FAIS and RE5 qualification (Essential)
• Class of Business – product knowledge (Essential)

EXPERIENCE 

General Experience

• 1 – 3 years Financial Services industry experience (Essential);
• Short-term insurance product knowledge / intermediary experience (Advantageous); ROC experience (Advantageous)

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JOB PURPOSE

The Specialist Liability Claims Consultant is required to administer third party claims against clients, and thoroughly investigate quantum and merits.

RESPONSIBILITIES Data Collection & Analysis

• Collate and analyze data using pre-set tools, methods and formats to investigate claims. Involves working independently. Ensure all data is captured and assessed fully and accurately.

Administration

• Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SOP's. Ensure cost saving for business through effective settlement of third party claim.

Customer Service

• Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm. Ensure regular feedback is given to clients and third parties.

Work Scheduling

• Organize own work schedule in order to get the job done, coordinating with support services and completed work within SOP.

Correspondence

• Prepare tailored correspondence to third party claimants and stakeholders. Maintain and improve client relationships. Build effective working relationships with third parties (incl. insurance companies) and Attorneys. Build and maintain effective working relationships within TIH (Claims, Assessing, Policy Services and Legal Department).

Document Management

• Create, organize and maintain files containing the correspondence relating to policies and matters

Requirements

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential); RE Qualification (Advantageous); STI Qualification (Advantageous); LLB/Legal Certificate (Advantageous)

EXPERIENCE

General Experience

• 3 or more years’ experience in experience in insurance / financial / legal / Claims environment (Essential); 3 or more years Public Liability claims experience (Advantageous); Experience in call centre environment (Advantageous); Law of Delict understanding and experience (Advantageous)

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JOB PURPOSE

Produce policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.

RESPONSIBILITIES

Customer Relationships Development

• Act as first point of contact to develop effective customer relationships to allocated customers.

Customer Needs Clarification

• Set clear objectives for each sales objective; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's needs, use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.

Operational Compliance

• Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Customer Relationship Management (CRM)

• Data Schedule relevant follow up discussions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of quality and timeliness; use performance management systems to improve personal performance to meet SLA.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

Requirements

EDUCATION

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Regulatory Exam 5 (advantageous)

EXPERIENCE

• General Experience 1 or more years' sales experience (Essential)

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JOB PURPOSE

Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.

RESPONSIBILITIES

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or either as a first point of contact.

Customer Needs Clarification

• Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's needs, use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.

Operational Compliance

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Customer Relationship Management (CRM) Data

• Schedule callback and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Performance Management Prioritise own workflow and ensure work is completed to the required standards of quality and timeliness; use performance management systems to improve personal performance to meet SLA.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Requirements

EDUCATION

• General Education Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Regulatory Exam 5, dependent on DOFA date (Essential); Full 150 STI credits, dependent on DOFA date (Essential); Degree and/or diploma in business/marketing (Advantageous)

EXPERIENCE

• General Experience 1 year call centre sales experience 

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JOB PURPOSE

Responsible for building data pipelines and maintaining and building production data systems. Extract complex quantifiable insights from TIH's data assets. Work with and make data available for valuable insights.

RESPONSIBILITIES

Application Software Development

• Develop existing and new applications by analysing and identifying areas for modification and improvement. Develop new applications to meet customer requirements.

Data Exploration

• Perform complex statistical analysis and utilise mining, modeling, and testing techniques to enable data analysis. Gather Data from both internal and external data sources. Research and development of new tools and data techniques. Conduct feature extraction and design. Develop ETL data extractions jobs.

Data Management

• Take responsibility for developing and delivering a key element of the data management system. Ensure data cleaning, mapping and understanding the data.

Information and Business Advice

• Resolve queries from internal or external customers or suppliers by providing information on complex processes and the related policies, referring to others where necessary for interpretation of policy.

Advanced and Predictive Analytics

• Run advanced and predictive analyses and perform model assessments, validation, and enhancement activities, using predictive analytics' software tools and functionalities. Implement models/data products. In some instances complete a piece of work to form part of larger project.

Requirements

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• 3-year degree in Information Technology / Sciences / Informatics / Data Mining / Computer Sciences (Essential)
• Master’s degree in information technology / sciences / informatics / data mining / computer sciences (Advantageous)

EXPERIENCE

General Experience

• 5 or more years' working experience within an development, data science or computer science environment (Essential)
• Experience in the Financial Services Industry – specifically Short-Term Insurance (Advantageous)
• Any data engineering experience (Advantageous)

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JOB PURPOSE

Manage a team of researchers in Customer Experience Enablement and be responsible for consulting to business regarding various research projects, research objectives and research protocols, aligned to best practice.

RESPONSIBILITIES

Research

• Manage various research initiatives and ad-hoc research projects within the business on an on-going basis. Responsible for research design, questionnaire design, sampling and activation of research projects. Adherence to research best practice (ethical and design principles considered). Responsible for the integration of research initiatives and secondary research findings across the business to create consistency and alignment of research in the Group.

Information and Business Advice

• Consult to each division in the Group regarding research requirements, advising them on appropriate research initiatives which includes but is not limited to research design, research methodology, costs, duration, sampling and questionnaire design. Accountable to drive the research findings back into the business and assist with the formulation of action plans to address the original research objective and business challenges based on the feedback. Integrate different information sources (primary and secondary) to provide business with a single view of the customer (marketing, service, product development and other BU's considered).

Building Capability

• Work within an existing development framework to build own capabilities and those of direct reports. Provide specialized training or coaching to others throughout the organization in area of expertise. Responsible for all aspects of staff resourcing, succession planning and development to ensure the right people are in place to support service delivery. Revise coaching needs and role profiles to customer focused context and expectations. Ensure development plans for the team are created, contracted and monitored.

Stakeholder Engagement

• Ensure effective relationship management with internal stakeholders up to top management level to ensure that business research requirements are identified and met. Hold business accountable for the implementation of proposed customer strategies.

Project, Program and Portfolio Management

• Manage all research projects by keeping business informed on the progress of the project and manage any issues that arise. Ensure the use of appropriate project management methodology to give assurance that intended outcomes are achieved.

Data Collection & Analysis

• Use data from a wide range of sources to analyze key themes and identify possible impacts on the business. Analyse quantitative and qualitative data sets. Responsible for data analysis, report writing and presentation of research findings to business.

Insights and Reporting

• Lead the execution of complex reports and present the research findings to the relevant business unit including relevant recommendations. Produce results based on the findings of the research.

Requirements

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Relevant 3 year degree in Psychology, Research or Marketing (Essential);
• Relevant postgraduate degree (Advantageous)

EXPERIENCE

General Experience

• 4 or more years Research Executive/Research Consultant position (Essential)
• Market research exposure (Essential)
• Exposure to Project Management (Essential)
• Understanding/experience of the financial services/insurance industry (Advantageous)
• Experience at a Research Consulting firm (Advantageous)

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JOB PURPOSE

Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

Requirements

RESPONSIBILITIES

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems

Customer Needs Clarification

• Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

Customer Management

• Help manage customers by carrying out standard activities

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure.

EDUCATION

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
• Regulatory Exam 5 (Advantageous)

EXPERIENCE

General Experience

• 1 year sales experience (Essential)
• 1 year retentions experience (Essential)