1. Sales delivery

• Gain and maintain an in-depth understanding of SRM product ranges.
• Gain an understanding of the customer’s needs, financial goals and means, and provide the right product

(or selection of products) that will satisfy the goals of the customer in the best and most affordable way
possible.

• Continuously update and inform customers of new products, or changes in existing products. Manage,

review, and incorporate the implications of product changes on the customer’s portfolio accordingly.

• Validate client details in line with product and regulatory requirements. Submit new business

through the right channels.

• Conduct due diligence on clients to identify and flag risks.
• Manage own capacity to ensure daily appointments are being prioritised while allowing time for

and capitalising on walk-in / non-appointment clients.
2. In-branch client service and client retention

• Responsible for servicing and managing all client profiles to ensure clients remain on the books.

o Send payment reminders, conduct follow-ups, and remain in contact to address potential
queries or to provide support.
o Manage and report on NTUs (clients Not Taken Up) by putting controls in place, and taking
corrective actions where required.
o Manage persistency of client payments in favour of both the branch and the client.

• Gain insight into client risk profiles to proactively identify where support will be required.

o Consult with clients on alternative payment arrangements and ensure it gets processed through
and noted on the right platforms.

• Responsible for in-branch servicing in line with client experience standards:

o Apply product knowledge to accurately guide clients through policy cancellations and provide
alternative options.
o Resolve various types of client queries in the branch as far as possible or escalate queries to
the right stakeholders by using the existing escalation framework. Follow up on the status and
continuously provide feedback to the client.
3. Quality, compliance and continuous development

• Remain up to date with and continuously adhere to compliance and quality standards.
• Keep up to date with own registration, product knowledge and maintenance of own CPD points.
• Identify risks and flag potentially fraudulent activities.
• Keep and store relevant records of advice.
• Log all activities as per regulations and standard operating procedures, and provide data to relevant

stakeholders to inform reporting and decision making
4. Monthly planning and reporting

• Responsible for reporting on activities daily, through using relevant technology platforms.
• Collate data on activities to deliver on weekly and monthly reporting deadlines.
• Perform any ad-hoc requirements as requested by the Retail Branch Manager.

Knowledge:

• Client service.
• Sales and cross-selling tactics and strategies (client optimisation).
• Knowledge on the Insurance landscape including regulatory requirements and guidelines for selling and

providing advice would be ideal.

• Knowledge on insurance products would be advantageous.

Experience:

• One year experience in a sales or marketing capacity
• Experience within insurance branches an advantage

SKILLS & COMPETENCIES

• Persistently focused on achieving targets
• Analysing information
• Technologically orientated
• Selling and influencing skills
• Critical thinking skills
• Strong communicator (verbally and in writing)
• Strong customer service orientation
• Organising skills
• Adaptable and open to learning