Latest Vacancies at AVBOB South Africa

RESPONSIBILITIES INCLUDE:

• Develop and implement the AVBOB Group’s Leads Generation advertising strategy.
• Coordinate activities for the formulation and execution of lead generation strategies in alignment with the Group’s overall business objectives.
• Oversee the Leads Generation department accounts and invoices, working closely with the Office Administrator for budget tracking and reporting.
• Conduct research to identify and test new lead generation channels and platforms.
• Develop and refine messaging across various platforms to improve lead quality.
• Advise and collaborate with call centre Managers on effective dialler strategies for leads.
• Regularly assess lead generation reports to optimize advertising strategies.
• Administer data in compliance with the PoPI Act and DMASA requirements.

Requirements

• Bachelor’s degree or relevant industry qualification is advantageous
• Experience in leads generation in advertising or call centre environments.
• At least 4 years’ experience in data and leads generation analysis.
• Advanced Excel skills.

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Key Performance Areas:

• Receive and handle telephone policy enquiries in Call Centre department and action accordingly.
• Address all outstanding requirements on new applications in New Business.
• Providing enquiry numbers on claims to branches.
• Follow-up on outstanding requirements in terms of unpaid claims.
• Refer leads to the Direct Marketing Department.
• Provide feedback on outstanding accounts and refunds in debtors.
• Follow-up on non-payments of premiums, defaults payments and incorrect deductions.
• Add a life to a policy (Not for PERSAL or Department of Defence (DOD).
• Add a child to an already existing child benefit (Not for PERSAL or DOD).
• Remove a life (Not for PERSAL or DOD).
• Remove child (as long as it is not the removal of the child benefit completely and not for PERSAL or DID).
• Duplicate a policy (send a copy of the policy to the client).
• Providing the Policy values to a client or their broker (the client can give authorization for a broker to get access on the phone).
• Provide Policy info to  clients.
• Assist Clients with the following additional transactions
• Paid up RSA (reduced some assured).
• Inflation
• Reinstatements.
• Cessions.
• The client will still have to send us a hard copy of the cession as this is a legal document.
• Stop Payments.
• Other loans (when you change your payment method).

Requirements

• Grade 12.
• RE5.
• 140 long term FAIS credits.
• Three (3) years’ experience in the Life Insurance Industry,
• Experience in a client service policy maintenance environment.

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Description

• Reception
• Typing
• Record keeping
• Operating switchboard
• Client services
• Data input and scanning of documents
• General office duties
• Handling petty cash

Requirements

• Grade 12
• 1-2 years relevant office administration experience will be a definite advantage
• Computer skills (Ms Word, Excel and Word Perfect)
• Ability to communicate in English

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Description

• Recruit  high  quality  representatives  timeously  and  accurately
• Ensure  that  appointed  representatives  are  adequately  trained
• Manage  a  team  of   insurance  representatives  optimally
• Ensure  that  the  set  insurance  sales  targets  are  reached
• Ensure  and  monitor  compliance  with  respect  to  FAIS/FICA/LTIA  and  all  other  relevant  legislation
• Risk  management
• Develop  and  expand  markets

Requirements

• Grade  12
• A  suitable  industry  entry  qualification  within  the  requirements  of  the  Financial  Services  Board
• Comply with FAIS legislation for registration as Fit and Proper individuals:
• Applicants who entered the industry as follows:
• From years 2004 – 2007 requires 30 credits on NQF 4 obtained by 31 December 2009.
• From years 2008 - 2009 requires 30 credits or 60 credits on NQF 4 obtained by 31 December 2011 or full FAIS recognised qualification obtained by 31 December 2013
• All those appointed in the industry from the year 2010 onwards require a full FAIS recognised qualification
• Clear ITC
• Clear criminal record
• RE5  certificate
• RE1  will  be  an  advantage
• Drivers’  license,  own  reliable  transport  and  cell  phone

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Duties & Responsibilities

• Leading and managing a team of +- 15 agent
• Coaching and developing agents through continuous one-on-one sessions
• Total performance management, monitoring and driving team targets on all Contact Centre channels (e-mail, Outbound, Inbound, chat, social media)
• Attendance and leave management process and WFM
• Manage and motivate agents through different forms
•  Quality management/improvement through call evaluations for each agent weekly
• Provide coaching and feedback to agents weekly
• Ensure that all agents reach service levels and meet agent adherence
• Set key performance indicators for agents and review agent performance according to KPI’s in conjunction with Contact Centre Manager on a regular basis
• Assist in agent career development
• Compile reports and report on progress
• Liaise daily with Workforce Management team to ensure effective resource planning. (e-mail, Outbound, Inbound, chat, social media)
• Taking correct disciplinary measures where necessary
• Assess and identify training needs
• Promote service delivery
• Escalate and manage customer queries as required
• Coach staff on policies and procedures
• Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
• Develop, contribute to and maintain the team and Contact Centre’s outputs and KPI’s
• Strong internal and external relationship building
• Represent the customer to the rest of the business – Customer Advocate
• Excellent communication both oral and written
• Ensure escalations processes are maintained and implementation of new processes with team buy in
• Be proactive with own development using available learning resources on a daily basis

Requirements

• Grade 12.
• NQF level 5 qualification
• 3 Year’s + experience within an inbound/outbound Contact Centre environment, with at least 1 year as a 2IC.
• Understanding key call center KPI’s in a multiskilled environment as well as workforce scheduling and planning principles. Understanding other service channels (web , chat, e-mail)
• Previous experience in a leadership role within a contact centre would be advantageous
• Client Service management
• Operational planning
• Relevant Insurance industry legislative and regulatory knowledge