Vacancies at Telesure Investment Holdings (TIH)

The Customer Service Consultant contributes to the organisational goals by conserving policies for Auto and General through the execution of service, retention, sales strategies and approaches unique to the customer’s needs by engaging directly with customers
Specification
Duties And Responsibilities

• To always strive to deliver service that aims to achieve first contact resolution across multi-channels (E.g. Voice, e-mails, web etc.).
• Increase customer satisfaction through positive interaction focusing on making it easy to fulfil customer needs
• Continuously strive to maintain and enhance product and system knowledge, living up to the customer service expectation while providing sound financial advice and complying to the Financial services board regulations.
• Ensuring appropriate ownership of the customer retention value chain by providing a professional quality service.
• Enhance customer service through selling and up-selling appropriate new product offerings and/or Value Added Products to the customer.
• Ensuring accurate and comprehensive data capturing of customer information to safeguard against risk.
• Determine the cause for the policy cancellation (or potential policy cancellation) by selecting the most appropriate approach of responding to the customer or broker.
• Apply or provide competitor comparisons where necessary relative to the cancellation reason and customer needs in order to provide the options to customer.
• Apply different discounting strategies relative to customer profitability as determined by business analytics and tools.
• Adhere to all required risk and compliance requirements as stipulated for the role; adhere to all business rules, business processes and system access and management regulations on an on-going basis.
• Ensure that customer enquiries are answered in a timely, efficient and knowledgeable manner in support of our low effort customer experience methodologies.
• Take ownership of each customer interaction and any past, current or potential needs or issues.
• Be available to take calls from customers by adhering to daily schedules.
• Focus effort on increasing first call resolution and avoid next call issues.
• Seek to increase own product/process knowledge in order to provide exceptional levels of customer engagement and experience.
• Work to retain customers through high levels of customer engagement. Identify personal goals, actions and development opportunities that help in the achievement of Business goals and KPI’s.
• Proactively work with Management to reduce escalations and complaints by taking ownership of issues as they arise.
• Use technology and tools provided effectively in order to reduce customer effort.
• Reduce negative impact on customer experience by being available and adhering to roster.
• Ensure that customer effort is minimised through proactive use of diary management and follow up activities.
• Work with a positive impact across the team and Department through adhering to Company values/principles.
• Through the provision of high levels of customer engagement, identify opportunities to offer additional products and services which add value to our customers and our business.
• Adhere to all Business and regulatory requirements. Ensure all Business bulletins and communications are understood and actions implemented. To embrace

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To sell, cross sell, up sell and retain Auto & General Insurance products following the company’s sales processes, compliance, quality assurance and customer service guiding principles, underpinned by displaying strong company values, whilst understanding, meeting and exceeding sales targets, described in the company’s Ultimate Business Goal (UBG).

Specification

• Sales per Operator per Day
• Compliance and Quality Assurance
• Cross selling of all add on products
• Satisfaction Score from Customer Surveys in addition, consultants are responsible for performance in the following Key Responsibility Areas of:
• Roster Adherence
• Meet the relevant legislative, regulatory and compliance requirements specific to the successful selling of General Insurance Products
• Adherence to Legislative, Regulatory and Compliance requirements with particular emphasis on:
• Financial Services Reform Act (FSRA)
• Privacy Act
• Insurance Act
• General Insurance Code of Practice
• Australian Securities and Investments Commission
• Australian Prudential Regulatory Authority
• AGS standards
• A strong attention to detail
• Actively participate in Auto & Generals Performance Management and Career Development process.
• Follow safety standards that apply to our operations and adhere to all health and safety rules and procedures
• Receive inbound calls and pro-actively make outbound calls to customers (relating to Auto and General’s insurance offerings) to enable achievement of Key Performance
• Indicators
• Any other activity commensurate to the position

Requirements

• Matric / SAQA accredited qualification
• At least 12 months Sales experience in a Call Centre environment
• Retentions and Upselling skills in a Call Centre environment

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An exciting opportunity is available for Business Development Officers in the Business Insurance Division.
The Business Development Officer contributes to the organisational goals by generating high quality leads for Business Insurance.

Specification
Job Objectives/Outputs

• To effectively build and maintain relationships with prospects.
• To generate high quality leads from prospective clients on a daily basis.
• To assess marketing opportunities to contribute to the growth of Business Insurance.
• To gather information on prospects requirements for product enhancement.
• To effectively build and manage relationships with management and the call centre.
• To effectively promote and advocate the brand to prospective clients in order to convert new leads to sales.
• Understanding customer needs and consistently meeting customer expectations.
• To ensure up-to-date industry and market knowledge, as well as internal products, processes etc.

Essential
Requirements

• Matric / Grade 12/ SAQA Accredited Equivalent*
• Tertiary Qualification* SAQA Accredited Equivalent*
• Financial Sector Conduct Authority (FSCA) competency requirements**: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA

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This position has the responsibility of facilitating and participating in the ongoing development of Auto & Generals Service Quality Assurance program and team, in support of the QA Manager. The incumbent will be actively involved in the day to day management of the business units’ goals and objectives and the efficient monitoring of internal and external customer facing agents. The position will ensure the timely and accurate dissemination of information relating to results and feedback to the business being mindful of any associated performance trends and training requirements.

Specification

• Participation in the ongoing development, implementation and maintenance of our service quality assurance program and guidelines in partnership with key stakeholders
• Ongoing development, coaching and calibration of service quality consultants and senior consultants ensuring alignment to the company values and capabilities
• Highly effective working relationships with key stakeholders (internal & external)
• Manage adherence to internal and external Service Level Agreements
• Monthly activity reporting including trends analysis to key stakeholders
• Facilitation of training presentations and trainee feedback (internal and external)
• Remain up to date with industry specific acts and codes as well as company policy and procedures; ensuring alignment of our quality program as required

Requirements

• Matric or SAQA Accredited Equivalent
• 2 years experience in Managing a team of Quality Assurers in a Telecoms/Insurance company
• Previous experience in the assessment of staff including providing feedback.