Job Description

RESPONSIBILITIESBroker Customer ServiceProvide a quality service to Brokers, while identifying opportunities to securenew business or support retention. Responsibilities may include processingcases, dealing with queries and investigating and resolving customer problems.Ensure continuous enforcement of new and existing marketing strategiesthrough Brokers/External Partner relationships.Ensure Brokers/External Partners are continuously up to date with regards totraining, products and processes in order to drive sales and ensure adherence tobusiness and statutory requirements.Ensure the 1Life distribution operating model delivers contracted services to newand existing Brokers/External Partners.Enhance Broker/External Partner relationships through continuous motivationalsales support and recognition.Customer Relationships DevelopmentMake or receive calls (by telephone) to allocated Brokers to generate additionalleads and maintain existing ones. Act as a first point of contact for resolvingbroker queries and complaints.Effectively build, maintain and manage new and existing Broker/External Partnerrelationships, departmental relationships as well as relationships within the TIHGroup.Proactively source new Brokers/External Partners, on-board, grow 1Lifes shareof wallet within panel of Brokers/External Partners, provide ongoing support andservicing to Brokers/External Partners paneled.Facilitate the effective resolution of any Broker/External Partner queries orcomplaints as and when required.Data Collection & AnalysisCollate and analyse data using POL360 system to identify trends, opportunitiesand risks. Involves working independently.Monitor relevant information available in the POL360 system after each contactwith a customer to ensure that the organisation maintains turn around time(TAT).Facilitate the effective resolution of any Broker/External Partner queries orcomplaints as and when required.Insights and ReportingGenerate daily, weekly and monthly reports on broker contacts, as well as brokerpanel performance. Provide daily performance reports on incoming contacts andsales.Performance ManagementRespond to personal objectives and use performance management systems toimprove personal performance.Monitor the performance (panel penetration, ensuring not more than 40% oflapse ratios and NTU ratios) of the Brokers/External Partners.Ensure quarterly targets are met and provide guidance to Brokers/ExternalPartners to ensure sales targets are met.Work SchedulingDesign own monthly schedule and, if necessary, assign work to others in orderto speed up office workflow and ensure high-priority tasks get done.Leverage all available information from Brokers/External Partners, the industryand internally to ensure constant review departmental processes, systems andprotocols to improve efficiencies.Personal Capability BuildingDevelop and maintain excellent process or technical skills by participating inassessment and development planning activities as well as formal and informaltraining and coaching.Ensure up-to-date financial services industry and market knowledge, as well asinternal products and processes are continuously maintained.Operational ComplianceDevelop knowledge and understanding of the organisation's policies andprocedures and of relevant regulatory codes and codes of conduct to ensureown work adheres to those standards. Obtain authorisation from a supervisor ormanager for any exceptions from mandatory procedure.Manage & mitigate risks i.e. reputational, quality of business, commission,legislation and fraud, by ensuring sound business practice, procedures andcontrols are implemented and adhered to within panel of Brokers/ExternalPartners.BEHAVIORAL COMPETENCIES Communicates EffectivelyDevelops and delivers multi-mode communications that convey a clearunderstanding of the unique needs of different audiences. For example, listensattentively and takes an interest. Keeps others well informed; conveysinformation clearly, concisely, and professionally when speaking or writing.Customer FocusBuilds strong customer relationships and delivers customer-centric solutions. Forexample, digs deeply into customer feedback and drives the innovations that canenable the organisation to better meet customers' future needs. Frequentlyadjusts approach to ensure customer needs are met and to improve service.Ensures AccountabilityHolds self and others accountable to meet commitments. For example, tracksperformance and strives to remain effective, learning from both successes andfailures. Readily takes on challenges or difficult tasks and has reputation fordelivering on commitments.Drives ResultsConsistently achieves results, even under tough circumstances. For example,regularly pushes self to achieve outstanding outcomes; consistently establishesbold goals for own performance; is passionate about excellent results andsignificant contributions. Shows great tenacity to complete goals/initiatives in atimely way.Plans and AlignsPlans and prioritises work to meet commitments aligned with organisationalgoals. For example, outlines clear plans that put actions in a logical sequence;conveys some time frames. Aligns own work with relevant workgroups. Takessome steps to reduce bottlenecks and speed up the work.CollaboratesBuilds partnerships and works collaboratively with others to meet sharedobjectives. For example, readily involves others to accomplish goals; stays intouch and shares information; discourages "us versus them" thinking; showsappreciation for others' ideas and input.Interpersonal SavvyRelates openly and comfortably with diverse groups of people. For example,takes time to build rapport in meetings; speaks about common interests andpriorities; shows tact and sensitivity in difficult interpersonal situations. Maintainsproductive relationships with a wide variety of people and from a range ofbackgrounds.Being ResilientRebounds from setbacks and adversity when facing difficult situations. Forexample, has excellent composure and professionalism, even in very difficultsituations; acts as a steadying force or role model for others. Skilfullyovercomes obstacles, learns from failures, and uses these lessons to improvesubsequent efforts.Situational AdaptabilityAdapts approach and demeanor in real time to match the shifting demands ofdifferent situations. For example, takes steps to adapt to changing needs,conditions, priorities, or opportunities. Understands the cues that suggest achange in approach is needed; adopts new behaviors accordingly.SKILLS Verbal CommunicationUse clear and effective verbal communication skills and provide technicalguidance when required to express ideas, request actions and formulate plans.Account/Client ManagementProvide technical guidance when required to manage client accounts in a waythat provides benefits both for the organisation and its clients.Build Relationships with Brokers/External PartnersSales Planning and CoordinationAchieve the best possible returns by planning and coordinating effective salescampaigns and related initiatives.Computer skillsSupport business processes by understanding and effectively using standardoffice equipment and standard software packages.Excel trend analysis, Proficient in MS OfficeWriting skillsUse clear and effective writing skills to express ideas, request actions andformulate plans or policies.Planning and OrganisingPlan, organise, prioritise and oversee activities to efficiently meet businessobjectives. Provide technical guidance when required.Customer System OperationWith guidance, understand and effectively operate all customer managementsystems.Data Collection and analysisAnalyse data trends with guidance for use in reports to help guide decisionmaking.Review and ReportingReview and create relevant, lucid and effective reports with some guidance.Data ManagementWith guidance, acquire, organise, protect and process data to fulfil businessobjectives.Must haveGeneral Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• BCom or similar qualification (Advantageous)
• SAQA Accredited Equivalent - it is the onus of the applicant to provide 1Life and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. *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). As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.

• 3-4 years experience in sales and distribution in long-term insurance (Essential)
• Must have 3rd Party Sales experience, recruiting, dealing, maintaining relationships with other FSP's
• Experience in marketing or sales in banking / financial / insurance / business services (Advantageous)

1Life Insurance