Specialist: Onboarding at Liberty Group South Africa

Purpose

• To provide specialist advice and support and to work collaboratively within their team and across other teams in the business to deliver exceptional onboarding customer experiences.

Minimum Experience

• 2 - 3 years experience in a similar environment

Minimum Qualifications

• Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Finance Economics and Accounting

Additional Minimum Qualifications

Outputs

Process

• Keep accurate and up to date records of information relating to own work area in line with standard operating procedures and performance criteria.
• Comply to business rules and processes pertaining to the agent set up on the various source systems.
• Accountable for the execution of specialised work including the improvement of quality, standards and outputs within defined work routines and operating procedures.
• Proactively solves problems, determines root-cause and applies solutions in line with guidelines and providing the necessary information to solve problems related to area of specialisation.
• Plan for own task execution and advises on improvements related to area of specialisation.
• Work collaboratively with distribution to ensure IFA and Tied adviser accounts are onboarded successfully with exceptional levels of service.
• Develop deep relationships with adviser back office staff to ensure smooth running of the process.
• Working with marketing and as necessary other departments to develop materials and content which may be client facing to ensure a smooth onboarding experience.
• Ensure that new business and servicing processes operate efficiently including the checking of documents and other regulatory requirements.
• Train adviser office staff to ensure smooth operation and complete understanding of the platform.
• Document all processes and procedures for the onboarding process ensuring version control.
• Develop relationships with Fund Manager Companies to be able to effectively manage any queries regarding proposition.
• Collect data for and triage any requests for amendments to our fund list. Ensure the governance process is followed.
• Use management information to identify where improvements can be made and drive relevant improvement implementation.
• Have complete mastery and confidence in the platform and the processes surrounding it and an exceptional product knowledge of platform funds.
• Help to train new team members in knowledge of products, processes and systems.
• Manage risks and adhere to compliance in line with company policies.

Customer

• Ensure own understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage related to the area of specialisation.

Learning and Growth

• Integrate new knowledge attained through formal and informal learning opportunities and apply in the execution of own role.
• Contribute positively to own area-specific knowledge improvement associated with area of specialisation.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

Competencies

Liberty Values

Technical Competencies

• Product Related System Application (Intermediate)
• Customer Understanding (Basic)
• Service Delivery (Basic)
• Query resolution (Intermediate)
• Customer Liaison (Intermediate)
• Research and Information Gathering (Basic)
• Customer Advice (Technical) (Basic)
• Customer Relationship Management (Basic)

Behavioural Competencies

• Trust and Integrity (Basic)
• Persuading and Influencing (Basic)
• Driving for Excellence (Basic)
• Professional/Technical learning (Basic)
• Analytical Thinking (Basic)
• Entrepreneurial and commercial thinking (Basic)
• Customer service orientation (Basic)
• Communicating with Impact (Basic)
• Customer Orientation (Basic)
• Leading Change (Intermediate)
• Organisation and Attention to Detail (Basic)
• Interpersonal Effectiveness (Basic)
• Problem Solving and Analysis (Basic)
• Teamwork and Cooperation (Basic)
• Resilience (Basic)