Retentions Consultant

**RESPONSIBILITIES**

***

**Broker Customer Service**

Provide a quality service to Brokers, while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with queries and investigating and resolving customer problems. Ensure continuous enforcement of new and existing marketing strategies through Brokers/External Partner relationships. Ensure Brokers/External Partners are continuously up to date with regards to training, products and processes in order to drive sales and ensure adherence to business and statutory requirements. Ensure the 1Life distribution operating model delivers contracted services to new and existing Brokers/External Partners. Enhance Broker/External Partner relationships through continuous motivational sales support and recognition.

**Customer Relationships Development**

Make or receive calls (by telephone) to allocated Brokers to generate additional leads and maintain existing ones. Act as a first point of contact for resolving broker queries and complaints. Effectively build, maintain and manage new and existing Broker/External Partner relationships, departmental relationships as well as relationships within the TIH Group. Proactively source new Brokers/External Partners, on-board, grow 1Life’s share of wallet within panel of Brokers/External Partners, provide ongoing support and servicing to Brokers/External Partners panelled. Facilitate the effective resolution of any Broker/External Partner queries or complaints as and when required

**Data Collection & Analysis**

Collate and analyse data using POL360 system to identify trends, opportunities and risks. Involves working independently. Monitor relevant information available in the POL360 system after each contact with a customer to ensure that the organisation maintains turn around time (TAT). Facilitate the effective resolution of any Broker/External Partner queries or complaints as and when required.

**Insights and Reporting**

Generate daily, weekly and monthly reports on broker contacts, as well as broker panel performance. Provide daily performance reports on incoming contacts and sales.

**Performance Management**

Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance (panel penetration, ensuring not more than 40% of lapse ratios and NTU ratios) of the Brokers/External Partners. Ensure quarterly targets are met and provide guidance to Brokers/External Partners to ensure sales targets are met.

**Work Scheduling**

Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done. Leverage all available information from Brokers/External Partners, the industry and internally to ensure constant review departmental processes, systems and protocols to improve efficiencies

**Personal Capability Building**

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Ensure up-to-date financial services industry and market knowledge, as well as internal products and processes are continuously maintained.

**Operational Compliance**

Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure. Manage & mitigate risks i.e. reputational, quality of business, commission, legislation and fraud, by ensuring sound business practice, procedures and controls are implemented and adhered to within panel of Brokers/External Partners.

**BEHAVIORAL COMPETENCIES**

**Communicates Effectively**

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

**Customer Focus**

Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organisation to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.

**Ensures Accountability**

Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.

**Drives Results**

Consistently achieves results, even under tough circumstances. For example, regularly pushes self to achieve outstanding outcomes; consistently establishes bold goals for own perform