Role Summary
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 aspect of new business , customer care & client liaison, portfolio preparation and management.
Your Role:
KEY RESULT AREAS
Customer Services
- Answers phones and respond to customer requests
- Process quotations , new business and proroposals through appropriate channels
- Updates portfolio reviews, products information and customer details in the company customer relationship system (CRM, and or respective practise database “PIVOT”).
- Ensure all client records accurately maintained
- Provide 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
- Submit to the Manager all relevant reports, paperwork and update 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 teritory 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 GR 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 and industry and target audience
- Soft Skill competencies – Conflictmanagement ,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 pressurised environment.