| Description |
Requirements:
- Matric (essential).
- 2-3 years’ experience in financial services industry preferred.
- Relevant tertiary education courses are advantageous.
Responsibilities but not limited to:
Client Service and Communication:
- Implementation of the centralised proposition service to a panel of financial planners.
- Act as a first point of contact for client queries (email, phone, or internal systems).
- Provide prompt, professional, and accurate responses to client and financial planner requests.
- Maintain strong relationships with financial planners, clients, and external product providers.
- Develop and maintain strong relationships with endorsed third party product providers.
- Ensure all interactions align with client service standards and brand expectations.
- Utilise the internal communication templates / framework for all correspondence sent to clients.
- Adhere to the culture and principles of Treating Customers Fairly.
Administrative and Operational Support:
- Scrutinise client data to identify opportunities for the financial planner to present to the client.
- Prepare accurate and complete documentation required for the engagement between the financial planner and the client.
- This includes financial planning meetings, reviews or any other engagement identified as part of the Centralised Proposition service level agreement.
- Preparation of client portfolio’s using Astute or product provider information.
- Ensure Xplan information is up-to-date and always maintained (including client demographics and financial information).
- Process new business applications, policy amendments, and service requests timeously and accurately.
- Manage new business applications, and any other instruction submitted to the product providers to ensure they are completed accurately and within agreed timeframes.
- Ensure that the expected revenue is received and allocated / processed in line with internal business processes.
- Maintain up-to-date and accurate client records on CRM systems (including data / information and evidentiary documents where relevant).
- Track and follow up on outstanding requirements to ensure timely completion.
Workflow:
- Manage assigned work items within agreed service level agreements (SLAs).
- Prioritise workload effectively to meet deadlines and service expectations.
- Escalate complex or high-risk cases to senior team members when required.
- Provide ongoing feedback to the financial planner/s where needed.
- Concise, clear communication is essential.
- Ensure all documentation / evidence and instructions are recorded on the internal CRM system to ensure standardised and continuous service is provided to all financial planners and clients alike.
Provider and Stakeholder Relationship:
- Liaise with product providers (e.g., insurers, investment platforms) to obtain information, updates, or confirmations.
- Follow up on outstanding information such as medicals, underwriting decisions, or investment details.
- Coordinate between internal teams (financial planners, central team and management).
Compliance and Risk Management:
- Ensure all work adheres to regulatory requirements (e.g. FAIS, AML and any other relevant legislative requirements).
- Maintain strict confidentiality of client information at all times.
- Identify and flag any potential compliance risks or irregularities.
- Follow internal processes, policies, and quality standards at all times.
Systems:
- Full awareness and understanding of information available on NAV (Internal system) to support the financial planner.
- Full understanding of CRM and associated processes to provide guidance to the financial planner.
Continuous Improvement:
- Contribute to improving Service Hub processes and efficiencies.
- Identify recurring issues and suggest solutions.
- Participate in training and development to enhance technical knowledge.
Please note: If you do not receive a response within 2 weeks of submitting your application, please consider your application unsuccessful.
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