Standard Bank Contact Centre Client Facing Consultant (Inbound/outbound), Insurance Jobs in South Africa

Job Purpose

To provide a high level of service to Customers and Stakeholders, SBIB provincial offices, SBSA branches, Underwriters by resolving insurance policy queries on products according to business needs, to facilitate the development of customer loyalty through customer relationship management and to consistently portray a corporate image.

This role is in the Funeral Servicing team in Insurance.

Key Responsibilities/Accountabilities

Adherence to Contact Centre requirements; Inbound and Outbound

• Answer incoming calls accordance to contact centre requirements according to Service level agreement (SLA) and Abandonment rate

• Make outgoing calls in response to customers enquiries.

• Participate in adhoc campaigns as determined from time to time by Contact Centre Management and Product owners

• Route/ transfer calls to the appropriate channels

• Keep comprehensive records of all customers interaction, record details of enquiries, complaints as well as action taken according to the standard operating procedure.

• Monitoring of personal performance relative to Contact Centre productivity requirements

• Ensure favourable CEMS/NPS/ Smoke ratings by consistently promoting quality interactions with customers and prospective customers.

• Personal development through involvement in mentorship, training and guidance provided by Team leader and Contact Centre Management.

• Ensure productivity requirements are adhered to daily

Service customers end to end from an insurance perspective; Inbound and Outbound call centre adherence

• Promote a professional image when dealing with Product owners, SBSA Branch Consultants, SBIB Provincial Consultants, Finance and IT (both internal and external) in accordance with the corporate values of SBSA;

• Providing intermediary services to customers by ensuring all legislative requirements are met.

• Provide all customers with feedback on all service requests, outstanding documentation and telephonic resolutions according to customer relationship standards;

• Attend timeously and accurately to all renewals, new business,refunds, amendments and cancellation as per client request/s and in accordance to SBIB system requirements;

• Review that products and services meet with the client’s requirements;

• Analyse and apply underwriting knowledge and principles on each customer request to ensure that customer needs are met and all risk are adequately covered

• Provide accurate information to reduce turnaround times and provide better customer service

• Reduce customer complaints by interacting with relevant divisions and inform customer and or other relating entities on the progress of the query;

• Request or send to client communication pack via Sms, post and email;

• Drive email conversion to ensure customers receive their documents and working towards a paperless environment;

• Provide a high level of satisfaction by giving effective quality service to all our customers by explaining information to customer’s e.g. Pro-rate premiums, debit procedures, etc.;

• Live and drive a vision and culture of customer centricity and service delivery(first call resolution) ensuring a constant positive customer experience.

• Refer to Key responsible areas (KRA’s) for breakdown of clear measurement

Service and retain clients via retention strategy

• Exercise dynamic and innovative retention methods in order to retain our clients. For example: if premium is a problem for client, would review the customers profile and provide alternatives (downgrade/upgrade cover for better premium, discount, voluntary excess etc)

• Validate that the retained client information is captured timeously and accurately, in order to meet SBIB requirements i.e. system cut-offs which effect debit orders;

• Analyse client need, identify appropriate product and action opportunities for cross-selling and up-selling and promoting

revenue generation in our business

• Evaluate and apply underwriting expertise on rates and acceptable risks or not;

• Grow existing client base;

• Adhere to underwriter’s rules and business procedures;

• Negotiate required changes with Product owners where required;

Risk and Compliance

• Adheres to SBIB and SBSA code of conduct in relation to promoting and being a brand ambassador;

• Adheres to all operating procedures and processes to avoid professional indemnity/ operational losses exposure and reputational risk.

• Adheres to scheduled times and achieve compliance according to bench mark

• Adheres to TCF Habits during conduct with customers. • Ensure you have a clear understand of product offering that we service

• Quality of the work and achieving according to bench mark

Record all tasks, which contributes towards overall reporting.

• Identify and record incidents from customers, stakeholders on remedy to improve workflow process;

• Ensure proper and accurate capture of client requests on relevant systems.

• Daily, weekly and monthly feedback to the team leader on all escalations once finalised.

Legislative Prohibitions must be adhered to.

• Adhere to all the financial advisory and intermediary Services Act No. 37 of 2002, (the Act) in order to remain as a FAIS Representative of a licensed Financial Service Provider

• Adhere to AML/POPI/FIC/PASA and all other legislative requirements. • Work with and achieve regulatory requirements for the area as required.

• Ensure that all compliance requirements are met (Network next)

Internal relationships* Business area: Administration Consultants and Sales Contact Centre Job: Adhering to turnaround times which relates directly to the excellent service provided to the customers and teamwork and maintaining a professional work environment Nature of relationship: Influence their service delivery Sphere of influence: Impact the whole business unit Description or examples: Attending to all system updates on queries, providing all documentation necessary, keeping record of such, attending to service request and providing relevant information regarding policy status, refunds etc.

Business area: Product Owners Job: Underwriting insurance Accounts Nature of relationship: Provide and receive a service Sphere of influence: Impact the whole business unit Description or examples: Receive ad hoc campaigns actioning all instructions, providing relevant information required on all service request

Business area: Claims Job: Attending to insurance claims Nature of relationship: Provide and receive a service Sphere of influence: Impact the whole business unit Description or examples: Ensuring policies are up to date and required information is provided at claims stage, also assisting on all queries and professional indemnity claims. External relationships* Role type of external contact: SBSA Branch and Provincial Consultants and all stakeholders Nature of relationship: Manage the relationship Description or examples: Having a good relationship that enables one to request customer information. Also informing them and receiving all policy instructions and documents from them, and actioning the same

Role type of external contact: System owners Nature of relationship: Manage the relationship Description or examples: Reporting any system errors and assist in testing system development from time to time

Preferred Qualification and Experience

Matric/National Certificate mandatory
Regulatory exam for Representatives

An NQF level 4 or 5 qualification recognised by the FSB.

FAIS Qualification – relevant credits specific to sub category

Knowledge/Technical Skills/Expertise

In terms of preferred qualification, we suggest a FAIS Generic Qualification recognised by FSB

How to Apply

For more information and job application details, see; Standard Bank Contact Centre Client Facing Consultant (Inbound/outbound), Insurance Jobs in South Africa

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