Administration Broker

FirstRand Limited; Pietermaritzburg; On-site; ZAR 557,000 - 667,000; Full time

Job summary

FirstRand Limited in Pietermaritzburg is seeking an Administration Broker to provide policy administration support, renewals, and endorsements while ensuring service levels and accuracy. You will interact with internal and external stakeholders to drive product sales and resolve customer queries promptly.

Applicants should be customer-focused, reliable, and detail-oriented, able to meet turnaround times and contribute to process improvements that enhance satisfaction and efficiency.

Qualifications

• Experience in policy administration and handling renewals or endorsements.
• Strong communication and customer service skills.
• Ability to interact with internal/external stakeholders and meet SLA targets.

Responsibilities

• Provide support and services to stakeholders related to policy administration.
• Drive product sales based on customer coverage and upsell where appropriate.
• Ensure first time resolution of customer queries or complaints.
• Maintain service levels and accurate processing within SLAs.
• Identify process improvements to enhance service delivery and customer satisfaction.

Skills

Customer service

Policy administration

Stakeholder management

Upselling

Job description

Administration BrokerBy clicking \"Accept\", you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. Click here to read our cookie policy.### Administration BrokerApply: Pietermaritzburg: Full time: Posted Today: End Date: October 30, 2026 (1 day left to apply): R54800# **Job Description**To provide required support and services to both internal and external stakeholders related to policy administration (e.g. renewals, policy endorsements, etc) and ensure continuous service to customers within agreed service level agreement.* Drive product sales based on customer coverage and engage with relevant stakeholders to upsell the product* Adhere to organisational values and service standards and interact with and communicate with customers accordingly* Ensure first time resolution of customer queries or complaints* 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* Understand customer's losses and engage with Insurer, customer and relevant stakeholders on suggestions to manage portfolio* Ensure own product knowledge and provide relevant guidance and advice to customers* Collect and analyse feedback to help improve customer service* Propose ideas to 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* 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 risks for investigation and resolution* Investigate new ways to optimise processes and develop solutions that lead to improved service delivery and quality* Work with relevant processes and procedures to maintain operational efficiencies* Complete relevant administration, reporting and updating of information accurately and on time* Provide timeous reports on operations, performance and audit findings* 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* Keep abreast of learning opportunities, changing products and trends# # **Important Closing Date Note**# **Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.**30/10/26All appointments will be made in line with FirstRand Group’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.