Job Title: Consultant, Tele-Servicing (Outbound) (Standard Bank of South Africa)
Ref No: # 1500746/4097
Location: Constantia Gauteng (South Africa)
Salary: Market Related Salary
Job Purpose:
To provide a high level of service to customers, SBIB Provincial Offices, SBSA Branches and Underwriters. To provide customer service to clients in accordance with their needs. To promote a professional image when dealing with clients in accordance with the corporate values of SBIS and SBSA.
Key Result Areas:
Sales & Retention Informs customers of the disadvantages of not being insured correctly; Promotes features and benefits to the customer, with the intention of providing value and cross selling/up-selling; Provides best advice to customers in light of cancellations by retaining existing business with the current insurer or re-quote/re-broke to retain business; Re-instates policies with unpaid & re-broke renewals; Achieve set targets within the required time periods; Participation in ad-hoc campaigns as determined from time-to-time by management (Selling campaigns/ Cross selling) Query resolution Resolves insurance related queries and complaints from customers; Ensures that all own targets are met; Facilitates the development of customer and business loyalty through relationship management and consistently portray a professional corporate image in accordance with the values of SBIS and SBSA; Ensures that CEBS targets are met. Call centre adherence Adheres to 95% productivity target in terms of Work Force Management and returning calls within the promised time lines; Risk and Compliance Adheres to SBIS 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 exposure and reputational risk; Key performance measures Achieve in excess of 95% in productivity and following all procedures and processes (lowering the risk of P. I. claims); Increased sales volumes Quality of relationships gained or sustained; Overall CEBS (customer rating) Efficiency and effectiveness Increase in retention volumes (eg. Convert cancellation requests into retained policy) Quality of the work, Call Audit rating of 100% Customer satisfaction Abandonment rate must be below 5% on a daily basis Compliance: sign-on time on a daily basis, punctuality and attendance rating of 100%
Qualifications;
Matric MUST BE SHORT TERM FAIS compliant (minimum 60 credits). (FAIS Representative). Full FAIS Accreditation (NQF level 4 - Short Term Insurance). MUST HAVE or must already have registered for and be working towards - FAIS Regulatory Exam 1 (RE1).
Experience:
MUST HAVE Minimum of 2 years SHORT TERM INSURANCE experience. MUST HAVE Minimum of 2 years call centre experience.
Skills and Competencies:
ADVANTAGE IF CANDIDATE HAS Product Knowledge of relevant Vehicle and Home Contents policies (SHS, STH, STB, ALC, ALS, SAE, SAX, SAS, AAG, FFW, HOP, HOD, RAF, SAU, TUC, RTN, RTX, RGC, ME016, MC016, MC0316, TM012, TN016, CI02, SB02) and if they have been accredited in Vehicle and Home Contents policies/ products (as per above). Good communication skills, self motivated and must have extreme attention to detail. Must be able to handle a high pressure environment.
The ideal candidate will have the following competencies:
Ability:
improve sales techniques
inspire customer confidence
keep up to date with issues concerning clients
manage the marketing and sales of products to new clients
communicate effectively at all levels
"cross sell"
conduct client visits
maintain regular contact with clients to ensure that their needs are met
Experience:
Do you have 2yrs sales experience
How to apply:
http://standardbank.careerjunction.co.za/car/job/jobvuw.asp?p=1&adno=1500746&pageno=A&adv=-1&inf=0&comtype=3&comloc=-1&reczoneNo=-1&cofilter=0&cokeywords=0&cotype=all&reu=1&refer=car
Deadline: 30 April 2013
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