Personal Advisor Consultant at Telesure Investment Holdings (TIH)

Job Purpose

• Manage the portfolio of short-term insurance customers; including amendments, upselling, claims management, retentions and collection functions.

Customer Management (External and Internal)

• Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard. Encourage customers to utilise digital channels for claims, document self-service and claims certainty.

Data Collection & Analysis

• Ask questions, gathers relevant information to assist to resolve customer request.

Administration

• Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs

Up-sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.

Correspondence

• Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external)

Work Scheduling and Operational Compliance

• Organize own work schedule each day in line with changing priorities. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Document Management

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

Customer Needs Clarification

• 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.

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention.

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.

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

• Enter relevant information into the CRM system after each contact with a customer 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.

Portfolio Management

• Manage of PA active portfolio by means of premium income, claims loss ratio, complaints management, cancellations to ensure positive growth.

Requirements

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (essential) Regulatory exam 5 (essential) Class of Business (essential) Class of Business Commercial (advantageous) Diploma in Customer Service (advantageous)

General Experience

• 2 - 3 years call centre experience in the Short-term insurance industry or Financial Services Industry (essential) 1 year Retentions experience (essential) High Net Worth experience (advantageous)