Broker QA Corrections Agent

Miway Insurance Limited; Midrand; On-site; ZAR 180,000 - 240,000; Full time

Job summary

MiWay invites applications for a Customer Service role in Midrand. You will handle inbound and outbound calls, resolve client queries, and maintain accurate information across systems. The position emphasizes service excellence, compliance, and a client-focused mindset.

The role requires RE5, Matric/NQF4 and FAIS credits, with strong communication skills in English and a bilingual ability. A professional and presentable demeanor is essential.

Qualifications

• RE5 regulatory exam completed or in progress.
• Matric/NQF 4 qualification.
• Full FAIS Credits.
• Excellent communication skills in English; bilingual is preferred.

Responsibilities

• Handle inbound and outbound client calls professionally and efficiently.
• Deliver service that meets and exceeds customer expectations.
• Build and maintain positive relationships with clients.
• Accurately capture and update information on relevant IT systems.
• Ensure all client interactions are client-focused and compliant with standards.

Skills

MS Word & Excel

Analytical thinking

Client focus

Verbal & written communication

Bilingual

Attention to detail

Problem solving

Multi-tasking

Professionalism

Presentable

Education

Matric/NQF4

Full FAIS Credits

RE5 Regulatory Exam

Job description

Miway is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way – free from worry and most importantly at peace with all the “what-ifs” of the world. Company values that every employee subscribes to are: Professionalism, Energy, Creativity, Accountability and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to Miway’s core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then Miway is the place for you!

Who are we?

Miway is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way – free from worry and most importantly at peace with all the “what-ifs” of the world. Company values that every employee subscribes to are: Professionalism, Energy, Creativity, Accountability and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to Miway’s core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then Miway is the place for you!

What will you do?

• Handle inbound and outbound client calls professionally and efficiently.
• Deliver service that meets and exceeds customer expectations.
• Build and maintain positive relationships with clients.
• Accurately capture and update information on relevant IT systems.
• Resolve client queries effectively and within service standards.
• Escalate or refer queries to the appropriate department when necessary.
• Provide accurate product information in line with company standards, protocols, and compliance requirements.
• Ensure all client interactions are handled professionally and are customer focused.
• Audit outsourced broker sales in accordance with the MiWay QA Scorecard.
• Provide feedback to outsourced brokers regarding errors identified during call audits.
• Ensure corrections are implemented on policies where errors have been identified.
• Confirm that evidence of coaching has been provided by outsourced brokers for all agents.
• Monitor compliance with quality assurance standards and regulatory requirements.
• Identify trends and recurring errors and provide recommendations for improvement.

Minimum Qualification Required

• Regulatory Exam (RE5)
• Matric/NQF 4
• Full FAIS Credits

Required Skills

• Above average computer literacy in MS Word and Excel
• Above average numeric skills
• Analytical
• Must be highly proficient in dealing with clients at all levels
• Excellent verbal and written communication skills
• Bilingual
• Attention to detail
• Self-motivated
• Problem solving skills and solution oriented
• Flexibility
• Ability to multi-task and cope with pressure
• Commitment to personal and team goals
• Professionalism
• Presentable
• Ability to apply business rules and processes
• Good negotiating skills
• Exposure to the broker or dealer servicing environment

Knowledge And Skills

• Customer Service
• Team Support
• Administration
• Quality, compliance and accreditation

Personal Attributes

• Communicates effectively - Contributing dependently
• Plans and aligns - Contributing dependently
• Self-development - Contributing dependently
• Optimizes work processes - Contributing dependently

Core Competencies

• Cultivates innovation - Contributing dependently
• Customer focus - Contributing dependently
• Collaborates - Contributing dependently
• Being resilient - Contributing dependently
• Drives results - Contributing dependently

At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society