The underwriter is responsible for short-term insurance policy administration (renewals, endorsements, and new business) while providing high-quality service and solutions to Account Executives and clients to ensure business retention and profitable growth, always delivering qualitative service levels to internal and external clients. All service provisions will meet the requirements of Treating the Customer Fairly (TCF).
Key Performance Areas:
Mission, Values and Service Strategy:
To uphold and support the group values of Focus, Resilience, Tenacity, Discipline, and Relationships as well as the Company Vision, Brand Promise, and Values of Client Service, Professionalism, Performance, Innovation, and Partnership.
TCF – Treating the Customer Fairly:
Outcome 1 – Customers must feel confident that they are dealing with an institution where TCF is at the core of their culture.
Outcome 2 – Products and services in the retail market which are sold and marketed are designed according to the needs of the customers identified and targeted accordingly.
Outcome 3 – Customers are provided with clear information and kept appropriately informed before, during, and after the point of sale.
Outcome 4 – Advice is suitable and according to the customer's circumstances.
Outcome 5 – Service is of an acceptable standard and products perform as customers have been led to expect.
Outcome 6 – Customers do not face unreasonable post-sale barriers when they want to change a product, switch providers, submit a claim, or make a complaint.
Performance Management:
All employees have agreed individual objectives that align with the Company/Branch objectives.
Key Performance Areas agreed in conjunction with the manager.
Formal appraisal against the objectives is completed for each employee on a regular basis.
Weekly/Monthly/Other Business Review Meetings are conducted with each employee.
All non-performance and developmental areas are discussed with Human Resources, and actions are put in place to address.
Administration:
Administration related to jobs completed accurately and on time.
All processing will conform to the paperless environment concept and process.
Relationships:
Build relationships with relevant departments and branches to ensure effective interdepartmental processing.
Relevant third-party relationships are developed and maintained.
Self-Development:
FAIS requirements for position achieved and maintained.
Keeps abreast of developments relevant to the position.
Continually works towards further self-development.
Underwriting:
Build and maintain constructive and effective relationships with clients/Account Executives by meeting and exceeding expectations.
Provide consistent, accurate, timely, and pertinent communication to clients/Account Executives through "constant touch," phone calls, e-mails, etc.
Respond to and resolve client inquiries/issues within the established underwriting procedure manual.
Inform and educate clients about coverage, exclusions, and exposures; document electronic files accordingly.
Assist clients/Accounts Executives by helping to devise means to mitigate risks e.g., additional security measures.
Follow up on survey requirements as per underwriting procedure manual.
Respond to clients' needs by producing cover confirmations, policies, and other related items accurately and on time according to procedures.
Monitor and review Client/Account Executive satisfaction.
Provide both clerical and administrative support to the accounts executives as per underwriting procedures – either as part of a team or individually.
Be responsible for certain projects as identified by a Supervisor/Manager.
Copy Account Executive into all correspondence and continually update the Account Executive.
Utilize the Flexi diary function for follow-ups for outstanding documentation/reminders.
Underwriting duties (renewals, endorsements, unpaid premiums, new business, etc.) should be accurately as per the underwriting procedure manual provided, so that anyone checking on a file (may it be an Auditor/Supervisor/Manager/Insurer) can see that the correct underwriting processes have been followed timeously.
Comparative quotations – attempt to obtain better and cheaper comparative quotations for the client, on request of the accounts executive as per the procedures provided.
Obtain all of the relevant documentation, e.g., FICA documents, jewelry valuation certificates, tracking certificates, etc.
Update Flexi documents, Flexi notes, and Diary entries on a daily basis.
Ability to use the full function of Flexi and draw Premium Confirmation/Statements/Debit Notes.
Treat clients/colleagues/Management/Account Executives with absolute dignity and respect.
Ask your Supervisor/Manager questions if you are unsure about any work-related issue.
Report any suspicious activities to your Supervisor/Manager.
All other reasonable duties that might be assigned from time to time by supervisor/manager.
Education/Training:
Short-term insurance qualification NQF4 or higher.
RE5 certificate.
FAIS compliance to personal/commercial lines level.
Insurer Product Specific Training.
Class of Business Training.
Continuing Professional Development (CPD).
Proficiency in Microsoft Office Suite, specifically Word and Excel.
Core Competencies:
Excellent communication and soft skills.
Attention to detail.
Ability to analyze and make decisions.
Sound knowledge of underwriting practices/processes.
Sound knowledge of insurance systems e.g., Flexi, Cardinal 360.
Knowledge of the insurance industry in general.
Experience:
Minimum of five years in underwriting, ideally in both Commercial and Personal Lines.
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