Administration Broker

FirstRand Bank; Pietermaritzburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

FirstRand Bank Limited is seeking a customer service-oriented professional in Pietermaritzburg to support policy administration, including renewals and endorsements. You will engage with customers and stakeholders, resolve queries promptly, and ensure service levels are met.

The role emphasizes building product knowledge, upselling relevant products, and delivering accurate administrative tasks with due regard to governance and compliance standards.

Qualifications

• Experience delivering quality customer service and support
• Ability to communicate clearly with internal and external stakeholders
• Strong focus on first-time resolution of customer queries or complaints
• Ability to work with multiple processes and adhere to service levels

Responsibilities

• Provide support and services to stakeholders related to policy administration (renewals, endorsements) and ensure continuous service within SLAs
• Adhere to organisational values and service standards; communicate effectively with customers
• Aim for first-time resolution of customer queries or complaints
• Take ownership of requests and follow up to ensure timely delivery within agreed SLAs
• Propose improvements to internal processes to enhance service levels and customer satisfaction
• Understand customer losses and engage with insurer and stakeholders on portfolio management
• Maintain up-to-date product knowledge and provide guidance to customers
• Complete administration, reporting and updating of information accurately and on time
• Provide timeous reports on operations, performance and audit findings
• Seek feedback to improve performance and develop personal development plans

Skills

Customer service

Communication

Problem solving

Attention to detail

Job description

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 escalates? risk 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.

30/10/26

All 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.