Reports to: Broker/Financial Planner/Branch General Manager
Based at: Gauteng/KZN/Western Cape
Occupational Category: Administration
Incentivised: Yes – optional commission
Assists Financial Planner with administrative functions and personal requests as applicable to ensure customer success in all aspects of new business, customer care & client liaison, portfolio preparation, and management.
Your Role: KEY RESULT AREAS Customer Services Answers phones and responds to customer requests Processes quotations, new business, and proposals through appropriate channels Updates portfolio reviews, product information, and customer details in the company customer relationship system (CRM, and or respective practice database "PIVOT"). Ensures all client records are accurately maintained Provides customers with product, supplier, and/or service information via appropriate methods (email and in writing). Client servicing including amendments to products and services on behalf of clients. Compliance & Operational Effectiveness Completes compliant, accurate, documented, and timely administration. Attention to detail at all times Submits to the Manager all relevant reports, paperwork, and updates on all customer care activity/statistics on a weekly basis Complies with relevant FAIS legislation and industry code of conduct Complies with company policy and procedures Complies with FICA and company compliance processes Requirements: Scale and Territory Indicators if Applicable: Local RSA Competencies Required: Knowledge, Skills & Attributes
Knowledge Grade 12 with English & Maths or Science FAIS Regulatory exams and relevant credits Literacy - read and write English and at least 2 official languages Completed or part completed post Grade 12 qualification PC Literacy - MS Office (Outlook, Word, Excel, email, and internet) Minimum 3 years working experience in customer services Pass technical competency test as may be applicable Meets FAIS Fit & Proper requirements as per requirements Skills Business Communication skills (Confident communicator both over the phone and in writing) Strong listening and negotiation skills The ability to resolve problems and disputes with clients and arrive at decisions which allow the business to move forward Display an understanding and knowledge of the product, industry, and target audience Soft Skill competencies – Conflict management, Task structuring, Negotiation skills Provide skills transfer and on-the-job training for new employees Attributes Time management and promptness Ability to work quickly, independently, and self-managed Initiative - continually striving toward perfection Integrity, responsibility, and accountability Ability to meet deadlines within time constraints Ability to be effective in a pressurized environment
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