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Virtual Adviser

3 months ago

Johannesburg, Gauteng, South Africa Absa Bank Limited Full time
Bring your possibility to life Define your career with us

  • With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary

Provide specialist advice and support in the implementation/development of operational planning and associated service delivery processes, methods and techniques.

Job Description:

Virtual Advisor

To provide a solution orientated service to customers in Long Term (life) risk and give advice.

To provide solutions for the client's long-term insurance and financial planning needs by servicing customers on request and regularly reviewing the client's portfolio in order to build a sustainable client base.

Virtual Adviser

To establish and maintain a professional relationship with all stakeholders (Client, Bank personnel, product providers and Broker Support staff) via virtual channels

  • Receive leads data provided by the Manager, Campaign Manager or set up by appointment campaign
  • If it is a lead, make telephonic contact with the client to set up a meeting within the specified timeframes per the leads campaign agreement
  • Based on the lead provided, assess the client's portfolio and identify possible gaps for which solutions can be formulated, prior to contacting the client
  • Manage inbound calls, online and Virtual queries and requests from customers seeking advice on their Insurance needs
  • Disclose all the relevant information to the client as required by the relevant legislative frameworks (e.g. FAIS Act) at the initial interaction; to enable the client to make a decision on whether or not to proceed with the transaction
  • Follow all the steps in the designated client engagement process as specified by Absa Insurance and Financial Advisers
  • Provide regular feedback to the Manager on actions taken to progress the lead
  • Actioning and closing leads appropriately on identified systems as per provided guidelines
  • Provide the correct campaign product information at all times during client interactions
  • Meet conversion ratios through engaging with the required number of clients daily and providing the required number of customer solutions
Customer service/retention action

  • Make use of the Financial Needs Analysis tool (standardized format) provided to conduct a comprehensive risk evaluation for the client
  • Obtain the client's consent to access his/her existing policy information by getting him/her to acknowledge through voicelogging or to sign the relevant documents in order to get a comprehensive view of the client's life assurance (long term insurance and investments) portfolio
  • Discuss various possible solutions and options available with the client and thereafter recommend the most appropriate solution(s) to address any gaps
  • Generate and discuss the appropriate solution in writing (quotation) with the client, complete the necessary
Risk and Compliance

  • Ensure that all Absa Group Compliance exams are completed timeously and the relevant pass mark achieved
  • Ensure that all Regulatory and Absa Group Compliance requirements are met by following the campaign sales scripts during interactions with the client
  • Report any noncompliance issues such as nonadherence to scripts to line management
  • Comply with regulatory requirements in terms of FICA requirements
Personal Development

  • Attend all the required training to attain accreditation to market the various products (product provider)
  • Attend all the requisite internal training (i.e. Broker Academy, FAISrelated programs/courses)
  • Attain the required FAIS credits in order to achieve Fit and Proper status
  • Ensure that Fit and Proper status is maintained (honesty, integrity, financial solvency)
  • Manage own career and personal development
  • Ensure that all personal details such as street address, contact numbers etc are up to date on the Employee Self
  • Service portal (ESS) by updating them on ESS on a regular basis.
  • Comply with house rules
  • Meet required adherence & absenteeism requirements
  • Proactively minimize costs to the organization
  • Work closely with other members of the unit to delivery outstanding performance
  • Attend team buzz sessions and meetings and contribute fully, including suggestions for ways of improving customer service
  • Support team by sharing knowledge & best practice
Education and Experience Required

  • NQF level 5: Grade 1 120 FAIS credits at NQF Level 5 or an NQF Level equivalent Bdegree in long Term Insurance or equivalent.
  • Supervision signed off (risk and investment)
  • Preferred:_
  • 2 to 3 Years' experience in insurance industry
  • CFP
  • Higher certificate in Insurance
  • RE 5 qualifications obtained
  • 120 credits at NQF Level 5 (Life)
  • Membership of a professional association e.g. LUASA (Life Underwriting Association of South Africa), Financial Planning