Fnb: Administration Broker

Fnb: Administration Broker
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Fnb: Administration Broker

Administration Broker

Locations :Cape Town

Job Description

To liaise with clients, financiers and insurers to provide assistance with the preparation and submission of settlements and other general clerical duties

  • Demonstrate cost consciousness and awareness of personal contribution to costs and productivity 
  • Identify and escalate potential risks that may lead to increased costs 
  • Prevent wastage and identify process improvements to contain and reduce costs 
  • Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work 
  • Drive sales across product and campaign initiatives to exceed set targets 
  • Adhere to Organisational values and service standards and interact with and communicate with customers accordingly 
  • Ensure first time resolution of customer queries or complaints and take ownership of any requirements and follow up on queries handed over to other parties or areas to ensure delivery on agreed time lines and Service Level Agreements 
  • Meet set turnaround times while ensuring own availability, reliability and accuracy 
  • Propose improvements on internal processes that impact service levels and customer satisfaction within area of accountability 
  • Ensure own product knowledge and guidance provided is technically accurate and collects feedback to help improve customer service 
  • Ensure full understanding of customer needs to deliver a quality service 
  • Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards 
  • Communicate how customer service solution will be implemented and secure buy-in  
  • Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options 
  • Ensure resolution of customer queries and complaints timeously and ownership of issues
  • Analyse customer feedback to help improve customer service 
  • Propose ideas to improve customer service 
  • Establish relationships with relevant individuals and departments to deliver on work expectations  
  • Adhere to relevant service level agreements to build trust in the relationship 
  • Execute own work in accordance with the organisational values and code of ethics 
  • Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution 
  • Identify and escalate risk as normal part of work
  • Investigate new ways to optimise processes  
  • Flag opportunities to migrate to platform and support the use of technology in process and system improvements 
  • Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality 
  • Produce high quality work by adhering to predefined standards and procedures and in accordance with compliance and governance standards 
  • Work with enhanced processes and procedures to maintain operational efficiencies 
  • Deliver work in an accurate manner to ensure consistent results  
  • Draw on knowledge and experience to identify and develop solutions that leads to improved service delivery and quality  
  • Adhere to quality standards, turnaround times and Company policies and procedures  
  • Complete relevant administration, reporting and updating of information accurately and on time 
  • Provide timeous reports on operations, performance and audit findings 
  • Report on transactional activity progression within set guidelines to provide timely information for decision making in area of accountability 
  • Seek out regular performance feedback and put actions in place to improve and enhance performance 
  • Identify activities to address own development gaps
  • Create own personal development plan and review plan with team leader or manager 
  • Understand which competencies and skills are required to be mastered to ensure personal development and performance 
  • Keep abreast of learning opportunities, changing products and trends

Job Details

Application Closing Date


All appointments will be made in line with FirstRand Groupā€™s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.


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