Consultant, Servicing at Standard Bank Group

About the Job

Job Description

• To provide critical client service by executing timely and accurate amendments, updates and any other policy administration to new and current policies in order to facilitate client satisfaction, client retention, cost efficiency and business profitability.

Qualifications

Minimum Qualifications

• Type of Qualification: Secondary/High school/A levels/Matric
• Field of Study: Not applicable

Experience Required

• 3-4 years experience with servicing insurance (car and home) products.
• Good experience in customer service and sales.
• Sound knowledge and understanding of personal lines insurance and underwriting principles.
• Facilitates the development of customer and business loyalty through relationship management and consistently portray a professional corporate image in accordance with the values of the bank.
• Resolves insurance related queries and complaints from customers, brokers, FA, underwriting within set SLAs.
• Adheres to all operating procedures and processes to avoid professional indemnity exposure and reputational risk.
• Comply with all relevant regulatory requirements.
• Conduct renewal of policies annually by contacting the relevant clients when policies are due for renewal in order to drive client retention.
• Engage customers who are requesting cancellation of their policies and ensure that every opportunity to retain these client is pursued.
• Follow all relevant departmental policies, processes, standard operating procedures, and instructions, adhering to all contact centre processes and procedures in order to ensure work is carried out in a controlled and consistent manner.
• Maintain an up-to-date database by entering key customer details to ensure accurate data.
• Motivate for client discounts by compiling data and evidence in order to influence decision making by the underwriter.
• Promote client retention by answering incoming client calls in line with set quality standards service and adherence levels , to
• ensure client interaction results in a positive and beneficial experience for the client and SBG.
• Promote cross functional collaboration by building and maintaining relationships with internal and external stakeholders in order
• to ensure quality standards are met.
• Respond to client queries by identifying client issues, negotiating and providing solutions in order to meet client needs.
• Service existing clients by cross selling and up selling policies to clients in order to drive uptake.
• Stay abreast of client trends by researching and identifying client complaints in order to contribute towards continuous improvement of systems, processes and policies.
• Track customer queries and document unsuccessful engagement outcomes to add to knowledge base the of reasons why customers choose to cancel their policy in order to enable the business to identify patterns relating to lack of client retention.

Additional Information

Behavioral Competencies:

• Convincing People
• Establishing Rapport
• Examining Information
• Following Procedures
• Making Decisions
• Meeting Timescales
• Providing Insights
• Resolving Conflict
• Showing Composure
• Team Working
• Thinking Positively
• Upholding Standards

Technical Competencies:

• Client Servicing
• Difficult Calls Management
• Query Resolution
• Risk Awareness
• Telephone Caller Handling