Client Reintermediation Specia

**Introduction**

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.

**Role Purpose**

To effectively support advisers on the client re-intermediation programme by means of support throughout the client referral process,, in order to deliver an excellent adviser experience and support the achievement of client re-intermediated targets

**Requirements**:

- Post matric qualification
- Microsoft O365 (MS Teams, Excel, Word, Powerpoint)
- Knowledge and understanding of business processes, insurance products and the insurance industry
- 2-3 years’ experience working in administration

**Duties & Responsibilities**

Processing of allocated clients for reintermediation
- Compiling pre-engagement information on client by access VIA or Experian or ITC
- Tracing of clients of various systems
- Sending messages to clients with supporting information
- Contacting clients timeously
- Updating of tracker
- Monitoring and tracking of client responses
- Allocating clients to advisers and scheduling appointments
- Monitoring and tracking allocated clients to advisers over time, continuously following up and escalating where necessary.
- Providing the necessary reports/ insights daily, or intervals agreed in the team.
- Continuously tracking client statuses on the CR Tracker and Leads Power Bi Report (i.e., monitoring and processing adviser feedback).
- Maintaining and updating the list of advisers registered to receive clients
- Providing input for system and process enhancements to ensure effective leads management processes.
- Quality checking of all documentation
- Providing guidance to advisers

Engage with clients in a client centric manner
- Build and maintain relationships with clients and internal and external stakeholders.
- Create partnerships with relevant stakeholders to understand business priorities and requirements.
- Develop service level agreements and standards across all touch points to ensure that all stakeholders receive clear and accurate information and are kept always informed.
- Drive efforts to improve service to all stakeholders and fair treatment within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

Self-management and teamwork
- Drive and support effective teamwork within the department.
- Demonstrate the company's values daily.
- Establish productive, professional relationships with key stakeholders in the various networks.
- Create a positive work climate and culture to energise fellow employees, minimise work disruption and maximise employee productivity.
- Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness.
- Identify own growth and development needs and schedule interventions to enable ongoing development, training, and personal growth.
- Effectively drive performance excellence within the team to ensure business objectives are achieved by setting team goals and having regular dialogue to achieve balanced scorecard objectives.
- Encourage innovation, ensure integrity in communication, change agility and collaboration within the team

**Competencies**

**Business Acumen/ Deciding and Initiating Action**
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Understands how the business operates, what the key issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the Group**

**Collaboration/ Relating & Networking**
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Priorities the business and employee interests of MMI and invests in the success of the company by aligning effort across business divisions.**

**Client/ Stakeholder Commitment / Delivering results and meeting customer expectation**
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Anticipates, meets, and exceeds client’s needs by creating long lasting relationships that support the client value proposition, supports their financial wellness, and ensures client centricity.**

**Impact and Influence/ Persuading and Influencing**
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Persuades, convinces, influences, and inspires others, both within Momentum, MMI and externally to win support, loyalty, and gain commitment to the purpose of Momentum and MMI.**

**Drive for Results/ Achieving personal work goals and objectives**
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Drive a sense of urgency, focus, accountability, agility, and execution to deliver business results. Must display discipline and a competitive spirit. Must be able to speak passionately and knowledgeably about brand(s) and business.**

**Self-Awareness and Insight/ Coping with Pressures and Setbacks**
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Manages self and relationships with others effectively, deals with ambiguity, uncertainty, and pressure, and provides perspective in difficult situ