Branch Host

PURPOSE OF THE ROLE

• To contribute to an optimal client experience in SRM Branches through speedy reception and referrals of clients and supporting the Branch Manager with administrative duties.

KEY RESPONSIBILITIES

• Branch reception and client support
• Gain and maintain an understanding of SRM product ranges.
• Greet and welcome clients into the Branch. Assume a coordination role to ensure all clients are attended to within allocated SLA timeframes.
• Conduct an initial screening of client needs and determine an accurate course of action (referral to appropriate Branch Consultant, or to a department outside of the Branch).
• In case of referrals, provide client with sufficient contact information for the relevant party.
• Adhere to and achieve service SLAs (number of clients assisted / referred / etc. within allocated timeframes) to ensure a consistent and optimal client experience.
• When relevant, refer client to the self-help portal in the branch. Provide (or where necessary, coordinate) guidance, and assist the client to navigate through the portal.

General branch administration

• Assume responsibility for coordinating, scheduling and attending to appointments for Branch
• Consultants and the Branch Manager.
• Collate data and information to support Branch Consultants with reporting.
• Work with Branch Manager and assume a coordination role for Branch maintenance (monitor stock levels, arrange repairs or maintenance, order and re-order replenishable items like tea / coffee / printer cartages, etc.).
• Respond to and screen incoming phone calls. Where possible, resolve client queries or escalate client
• queries to the right departments / entities / Branch Consultants / Branch Managers.
• Monitor and process incoming e-mails, as well as general mail.
• Receive and coordinate deliveries for the Branch, or staff in the branch.
• Oversee and maintain the Branch waiting area – ensuring brochures and other forms / documentation are stocked and available.
• Perform any ad-hoc requirements as requested by the Retail Branch Manager.

QUALIFICATIONS

• Matric (Grade 12)

KNOWLEDGE AND EXPERIENCE

Knowledge:

• Client service principles
• Knowledge on the Insurance landscape and / or products would be advantageous
• Knowledge of office management systems

Experience:

• 1 - 2 years’ experience in an office coordination / clerical / administrative capacity
• Experience within insurance branches would be an advantage

SKILLS AND COMPETENCIES

• Proficient in Microsoft office (especially in Outlook and other office management systems)
• Strong communicator (verbally and in writing)
• Strong customer service orientation
• Conflict management skills would be advantageous (dealing with difficult clients)
• Typing skills essential
• Organising skills
• Adaptable and open to learning