Insurance Sales Consultant - Standard Bank

Job Purpose

• To sell products in a Sales Contact Centre in accordance with business needs, facilitate the development of customer loyalty through customer relationship management and consistently portray a corporate image.
• To establish and maintain excellent business relationships with underwriters, branches, internal and external customers and in the process provide a high level of satisfaction by giving effective quality service.
• Guides a potential customer to discover their specific needs and then offer the best possible solution to ensure their needs are fulfilled, exploring the conversation to identify cross-selling opportunities.
• To ensure timeous and accurate validation and capture of policies and issue confirmations on new business written.
• Sales consultants should maintain contacts and build lasting relationships based on trust and integrity within the branch network to ensure that SBIB is the first point of contact.
• High regulatory FAIS Role.

Key Responsibilities/Accountabilities

Key responsibilities:

• Sale of designated products in line with targets set through HOC and HLP campaigns, work in Pilot projects and the proactive response to positioned leads.

• Participation in ad hoc campaigns as determined from time to time by Contact Centre Management.
• Application of defined business processes in carrying out tasks and doing so in line with Sales Contact Centre best practice laid down by Contact Centre Management.
• Ensure all aspects of the sale have been discussed by completing the “checklist” accurately.
• Monitoring of personal performance relative to Sales Contact Centre productivity, call to quote ratios and sales made.
• Ensure favorable CEBS/NPS ratings by consistently promoting quality interactions with customers and prospective customers.
• Ensure that TCF principles are upheld and applied at all times.
• Personal development through involvement in mentorship, training and guidance provided by Team leader and Contact Centre Management.
• Ensure productivity requirements are adhered to.
• Meeting and exceeding sales targets
• Ensure that customers understand the after sales requirements
• Ensure that products and services meet with the client’s requirements

Key responsibilities measure

• Sale of SBIS products and pilot projects in line with specific sales targets.
• A punctuality and attendance rating of 99%
• A data rating of 85%, and a data completion rating of 100%.
• Team rating by internal customer/product of 9/10.
• Call audit rating of 95%
• Provision of daily feedback to Team leader.
• Overall CEBS/NPS rating of 9/47% for the Alternative Channels Outbound Call Centre
• A minimum score of 3/5 in development and mentorship

Key dimension of the job:

• Sale of products in Secured Lending Offerings Contact Centre
• Participation in daily feedback meetings with Team Leader
• Daily goal setting and planning around target and objectives
• Weekly performance review with Team Leader
• Participation in campaign reviews
• Knowledgeable in all aspects of the company that affects or influences the Sales Contact Centre and products sold
• Use initiative within limits or otherwise, keeping in mind the Customers` and company’s` needs.
• Escalation of problems that cannot be resolved by the Contact Centre Management

Planning

• Proactive planning on a daily, weekly and monthly basis to ensure that sales targets are met
• Leave/vacation planning an absolute necessity to avoid understaffing of the Contact Centre.
• Daily planning of breaks, meetings and training to ensure that Sales Contact Centre targets are met.

Decision making

• Ability to make immediate decisions without jeopardizing the Customer relationship and the company's integrity.
• Ability to provide premium discounts within the framework of decision making allowed by Contact Centre Management.

Minimum Qualification and Experience

• Matric with higher grades mathematics
• Outbound Sales Contact Centre
• Certificate of Proficiency(RE/FAIS)
• Product knowledge (an advantage)
• Code of banking practice
• Insurance background (an advantage)
• Problem-solving
• Able to communicate at all levels