JOB PURPOSEAssist and support the PM to develop and maintain intermediary relationships by assisting with intermediary queries. Administer and issue of policies, endorsements, new business and renewals. Direct and manage enquiries to other internal departments such as Risk Desk, FAC desk, Survey department and Claims department.RESPONSIBILITIESUnderwriting ManagementSupport the underwriting of new business and renewal cases by verifying the completeness and accuracy of information and checking against standard rates, referring issues to senior colleagues when necessary.Insurance Policy AdministrationEvaluate new and updated customer and policy information on the relevant systems and set up premium collections, liaising with the intermediary to clarify incomplete and potentially inaccurate information and referring unresolved issues to others.Document ManagementCreate, organize and maintain files containing the correspondence and records. Obtain all required information and documents to proceed with the claim.AdministrationProduce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.Intermediary / Customer Service ManagementCarry out standard intermediary / customer service activities and handle simple customer enquiries.Stakeholder EngagementSupport stakeholder engagement by arranging actions, meetings, and events.ComplianceWork within standard compliance systems and report simple non-compliance issues. Comply with service level agreements and quality standards.Personal Capability BuildingMaintain and build relevant knowledge and ensure effective updating of ownproduct and system knowledge. Develop and maintain excellent process ortechnical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.Continuous ImprovementContribute to optimising work practices and procedures and generate new ideas to assist in identifying continuous improvements and growth for brokers.Data ManagementSupport others by working on a variety of data management tasks.Performance ManagementAssure all work meets technical / operations standards for quality and timeliness; use performance management systems to improve personal performance.External CommunicationsCreate positive experiences for clients by interacting courteously with them.BEHAVIORAL COMPETENCIES*Customer Focus**Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.*Builds Networks**Effectively builds formal and informal relationship networks inside and outside the organization. For example, draws upon own network to gain insight, build support, and achieve outcomes. Leverages networks to identify industry experts, explore some best practices, and exchange ideas and knowledge.*Interpersonal Savvy**Relates openly and comfortably with diverse groups of people. For example,takes time to build rapport in meetings; speaks about common interests andpriorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.CollaboratesBuilds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays intouch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.*Drives Results**Consistently achieves results, even under tough circumstances. For example,devotes considerable effort to surpassing goals and achieving the best possible results; goes above and beyond to achieve excellence. Drives ahead with great focus when faced with obstacles and setbacks; maintains productivity and a positive attitude.*Ensures Accountability**Holds self and others accountable to meet commitments. For example, holds self to high standards and consistently honors policies, procedures, and work requirements. Scrupulously ensures all work is correct.PersuadesUses compelling arguments to gain the support and commitment of others. For example, gives many insightful suggestions and offers thoughtful positions, once informed about the issues. Thinks carefully and solicits insight into how to build a compelling argument that resonates with others' interests.*Communicates Effectively**Develops and delivers multi-mode communications that convey a clearunderstanding 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.*Plans and Aligns**Plans and prioritizes work to meet commitments aligned with organizational goals. For example, outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own work with relevant workgroups. Takessome steps to reduce bottlenecks and speed up the work.*Action Oriented**Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, identifies what needs to be done and acts quickly. Shows optimism and enthusiasm that affects others positively. Works independently but knows when to ask for help.*Being Resilient**Rebounds from setbacks and adversity when facing difficult situations. Forexample, skillfully handles disruptions, obstacles, and emotional or stressful situations and nevertheless makes steady progress; seeks insight into thesituation, reduces tensions, and finds optimal solutions. Swiftly recovers fromsignificant setbacks.Manages ComplexityMakes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, gathers basic information to understand a problem and find a solution. Seeks to understand and apply systematic problem-solving methods; distinguishes symptoms from underlying problems.Instils Trust**Gains the confidence and trust of others through honesty, integrity, andauthenticity. For example, demonstrates integrity, upholding professional codes of conduct. Instils trust by following through on agreements and commitments despite competing priorities and by being honest and straightforward.Manages Conflict**Handles conflict situations effectively, with a minimum of noise. For example,seeks out a variety of opinions and options; maintains an open mind; takes steps to ensure conflict remains constructive; avoids polarized or unilateral decisions; seeks agreement on critical issues.SKILLSIntermediary / Customer Service DeliveryWorks without supervision while providing technical guidance as needed onmeeting high customer service standards.Verbal and Written CommunicationUse clear and effective verbal and written communication skills to express ideas, request actions and formulate plans or policies.Attention to DetailApply concepts of knowledge / skill to pay attention to details.Data ManagementWorks under guidance (but not constant supervision) to acquire, organise,protect and process data to fulfill business objectives.Product ManagementWorks with guidance (but not constant supervision) to manage and develop all aspects of a product or service so that it achieves its maximum impact and value in the market.Computer and software skillsSupport business processes by understanding and effectively using standard office equipment and standard software packages.Planning and OrganisingPlan, organise, prioritise and oversee activities to efficiently meet business objectives.Action PlanningDevelop appropriate plans or perform necessary actions based onrecommendations and requirements.Policy and RegulationWorks without supervision and provides technical guidance when required oninterpreting and applying knowledge of laws, regulations and policies in area of expertise.Data Collection and analysisAnalyse data and information to help guide decision making.NegotiationNegotiates under guidance (but not constant supervision) to help theorganisation by obtaining consensus between two or more internal or external parties who may have different interests.Review and ReportingWorks with guidance (but not constant supervision) to review and createrelevant, lucid and effective reports.EDUCATIONGeneral EducationGrade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification(Essential); Class of Business – product knowledge (Essential).EXPERIENCEGeneral Experience1 – 3 years Financial Services industry experience (Essential); Short-terminsurance product knowledge / intermediary experience (Advantageous)ADDITIONAL INFORMATION*SAQA Accredited Equivalent - it is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application.*Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognised qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable). As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for thisrole, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.