JOB PURPOSE
Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.
RESPONSIBILITIES
Customer Service: Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
Customer Needs 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.
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.
Customer Management: Help manage customers by carrying out standard activities.
Operational Compliance: Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation when required from a supervisor or manager for any exceptions from mandatory procedure.
Performance Management: Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI's.
Personal Capability Building: Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
BEHAVIORAL COMPETENCIES
Customer Focus: Builds strong customer relationships and delivers customer-centric solutions. Frequently adjusts approach to ensure customer needs are met and to improve service.
Interpersonal Savvy: Relates openly and comfortably with diverse groups of people. Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration.
Ensures Accountability: Holds self and others accountable to meet commitments. Readily takes on challenges or difficult tasks and has a reputation for delivering on commitments.
Persuades: Uses compelling arguments to gain the support and commitment of others. Works with others to find creative win-win solutions; achieves consensus through compromise.
Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Being Resilient: Rebounds from setbacks and adversity when facing difficult situations.
Manages Complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Manages Conflict: Handles conflict situations effectively, with a minimum of noise.
Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Drives Results: Consistently achieves results, even under tough circumstances.
SKILLS
Verbal Communication: Use clear and effective verbal communications skills and provide technical guidance when required.
Computer Skills: Support business processes by understanding and effectively using standard office equipment and standard software packages.
Commercial Acumen: Apply elementary understanding of the business environment and objectives to develop solutions.
Direct Sales: Work with guidance to maximize the volume of an amendment sale.
Customer and Market Analysis: Conduct research and analyze data in order to develop a comprehensive understanding of customer and market conditions in STI under supervision.
Action Planning and Work Scheduling: Develop appropriate plans or perform necessary actions based on recommendations and requirements under supervision.
TOOLS
Telephone system
Avaya
EDUCATION
General Education: Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
Regulatory Exam 5 (Advantageous)
EXPERIENCE
General Experience: 1 year sales experience (Essential); 1 year retentions experience (Advantageous)
ADDITIONAL INFORMATION
Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognised qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable). By applying for this role, you consent to having your relevant qualification and or accreditation verified.
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