Learn to Work - Barclays Life Zambia

Job description

Job Purpose

 Support and implement end-to-end sales retention plans – up-selling and migrating customers on the lowest Plan of Umoyo Family Protection Policy, Plan A to a value add Plan B.

 Support the Business to achieve its set goals and objectives through proactive provision of post-sales support on boarding of both new and some existing customers thus retaining our customers and minimizing attrition on insurance sales.

 Drive retention on Insurance Policies

 Responsible for Retaining, reviving and upselling of insurance policies to existing customers who primarily would have been engaged via an SMS broadcast campaign.

 Ensure consistency in delivery of a high quality by proactively calling and engaging insurance customers whose policies have lapsed (stopped paying their premiums); are inconsistent with premium payment; and/or have changed salary or pay points.

 The client relationship is managed on a highly proactive and ongoing basis over an extended period; Customer retention is critical; and so the project will aim at developing life-long customer loyalty, and high levels of client satisfaction through a mutually beneficial and continuous engagement relationship and provision of benefits that are of value.

 Apply customer conservation strategy to retain and attract customers

 Contribute to growing balance, grow premium income, customer satisfaction as well as reduce the Negative Embedded Customer Value resulting from low premiums being recorded

 Work closely with the main sales and bancassurance team to identify pain points and provide solutions

 Work with all relevant stakeholders on retention management and develop programs which promote retention

Customer Service & MI 20%

 Contact customers who have been contacted vis the SMS Broadcast campaign to complete the call to action

 Receive and log customer requests and pass on to the bancassurance sales team and/or branch network for completion of sale

 Maintain clear MI on the following key performance metrics: Counter offers given; customers who have declined our counter offers; and/ or any other discerning information received and/or collected from the contacted customer base.

 Effectively working with the MI team to monitor CLM

 Monitor insurance lapsed policies through CLM and work at reviving the policies to increase retention

Retention win backs/Counter offer calls 70%

Establish and develop counter sale opportunities to meet the clients needs, introducing and working in conjunction with the Sales and Bancassurance Managers and/or Regional Sales Consultants

 Call 100% sample of all ‘existing customers whose contact has been established via an SMS Campaign, making proactive telephone contact on a regular basis and at the clients' convenience

 Driving the Insurance involved and engaged agenda

 Effectively up sell and/or migrate existing customers with Plan A and main member only policy to Plan A with family benefit or Plan B as per stipulated strategy

 Generate leads and sales by building effective working relationships with Sales Consultants.

 Generate referred business by encouraging existing clients to make recommendations

Control & Governance 10%

 Devise Banc assurance Minimum Standards covering and execution thereof: - Sales Practice, Customer Disclosures, Training & licensing, Code of Conduct, Arrangements with Insurance Suppliers [country specific].

 Execute on all compliance procedures.

 Adhere to the Barclays Group policies and procedures.

 Ensure appropriate risk, governance and control processes are adhered to.

Desired profile

·  Grade 12 / Matric or local equivalent qualification Certificate in Sales and or Marketing or local equivalent Proficient in MS Office (Word, Excel, PowerPoint and Outlook) and the Internet Own reliable transport No criminal record
·  Preferred / Advantage Insurance qualification e,g, Regulatory Exam, COP country specific COP Diploma in Sales & Marketing
·  Delivering results and meeting customer expectations Adhering to Principles & Values Persuading and Influencing Coping with Pressures and Setbacks Strong Communication / Influencing Following instructions and procedures Analysing and interpreting information Business report writing

Knowledge, Expertise and Experience

·  Essential / Minimum Two (2) years' experience in sales and or Marketing in Short Term or Long Term insurance Proven track record on achieving sales. At least two (2) years' experience in delivery customer service in any industry.
·  Preferred / Advantage 2 years' experience in Life and or Short-term Insurance industry in customer facing role or sales role.
·  Knowledge of the Regulatory and Industry standards Level: (Basic) Ability to engage across cultural transformation Computer Literacy Level:
·  (Solid) Good communication skills (Verbal and Written) Level:
·  (Solid) Ability to work under pressure Level: Do without Supervision Ability to organise and execute delivery (Advanced) Excellent time management skills (Advanced)

Preffered Qualifications :

Technical skills / Competencies

• Supporting and Co-operating (working with people, Adhering to Principles & Values)

• Interacting and Presenting (Persuading & Influencing)

• Adapting and Coping (Coping with Pressures & Setbacks)

• Strong Communication / Influencing Skills and managing multiple internal & external stakeholders at all levels

• Organizing and Executing (Following instructions & procedures; Delivering Results & Meeting Customer Expectations)

• Analyzing and interpreting (Writing & Reporting)

• Strong Cultural Transformation

Essential

• Proven track record showing ability to sale and Communicate effectively

• Bachelors degree or equivalent professional qualification in any commercial discipline; Qualifications in Insurance, Marketing, or Health Management are preferred.

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