Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
Purpose:
Provide quality sales service and technical underwriting expertise that results in the production of business from new and existing sources which contributes to the profitability and growth of the company. Manage the end-to-end customer experience for retention of existing business and gaining new business by providing first line support by understanding and responding to client needs and resolution of queries.
Objectives:
Provide quality sales service and technical underwriting expertise that results in the production of business from new and existing sources with a clear focus on growth, profitability, efficiency and customer satisfaction .
Able to operate in an inbound and outbound telephonic sales process.
Conduct a comprehensive risk evaluation for the clients – and solution recommendation framework.
Provide solutions to clients by selling short term products aligned to their needs.
Identify cross & up selling opportunities across all products.
Sell according to agreed targets for the day, week and month.
Quotes, prices and underwrites new policies and endorsements within mandate.
Engage with customers to manage conversion of large and complex quotes.
Works with the team to provide solutions for customers in order to increase profitability and growth.
Provide technical underwriting expertise to address technical enquiries.
Maintain an agreed quote volumes.
Maintain an agreed quote to sales ratio.
Maintain an agreed NTU – and Cancellation ratio.
Perform after sales service tasks according to allocated portfolio of customers.
Monitor and resolve escalated client queries and complaints timeously.
Manage relationships with clients and ensure that Service Level Agreement standards are met or exceeded in all engagements.
Retain existing business including renewal discussion in line business process and FAIS Code of Conduct.
Create collaborative relationships with other departments (underwriting/pricing, and claims) to determine process improvements designed to enhance the customer experience and create easy, value peace of mind.
Quality of work meets the defined quality performance standards – also implement any quality assurance within agreed timelines.
Manage time and workloads to ensure that deadlines and targets are met.
Quality service delivery
Proactively suggest improvements in service and relations where applicable.
Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional service
Cost control and governance adherence
Proactively ensure use of time, of resources, money, materials or equipment is in line with organisational policies and procedures.
Comply with corporate governance policies, procedures and standards.
Operate within agreed mandates.
Monitors risk selection and pricing decisions at an individual account level.
Quality people practices
Align own behaviour with the organisation culture and values.
Share and transfer product, process and systems knowledge to colleagues and team members.
Collaborate and work with the OMI team to deliver required service levels.
Actively participate in the OMI team to ensure functional balanced scorecard objectives are achieved.
Ensure achievement of own performance objectives.
Actively participate in own professional development and career path.
Additional Requirements:
FAIS Compliant in non-life commercial product category.
2 – 3 years’ experience in commercial underwriting (preferably in a technical /team leader role).
3 – 5 years’ experience in call centre/sales environment would be advantageous
NQF Level 5 qualification in short-term insurance
This role uses specialist technical knowledge to assess risk for the business and/or specific products. The incumbent is individually accountable for achieving results through own efforts.
Uses specialist technical knowledge (medical or financial) to assess risk for business and/or specific products (Underwriter - inclusive of Financial Risk assessment, Age Assessment, Health Risk (Anti Selection Risk) based on size and cover, governance assessment, Quality management all done within the underwriting guidelines and product rules.
Uses specialist technical knowledge to evaluate and manage the validity of contracts and determine and manage the liability of claims (Assessor).
Determines, selects and accepts risk and/or liability on behalf of the organisation (either medical or financial).
Evaluates proposals and medical / financial evidence against business rules and practices.
Exercises discretion in decision making within standardised practice.
Acts as mentor and coach for new staff.
Experience, knowledge & skills required:
Grade 12 and or equivalent
Tertiary qualification in Commerce (NQF Level 6-7 or equivalent) or studying towards a Commercial degree would be advantageous
The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
Senior Underwriter