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 aspects of new business, customer care & client liaison, portfolio preparation, and management.
Your Role:
KEY RESULT AREAS
Customer Services
- Answers phones and responds to customer requests
- Processes quotations, new business, and proposals through appropriate channels
- Updates portfolio reviews, product information, and customer details in the company customer relationship system (CRM, and or respective practice database “PIVOT”).
- Ensures all client records are accurately maintained
- Provides 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
- Submits to the Manager all relevant reports, paperwork, and updates 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 Territory 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 Grade 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, industry, and target audience
- Soft Skill competencies – Conflict management, 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 pressurized environment
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