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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