Description

POSITION DESCRIPTION AND ACCOUNTABILITIES
PURPOSE
The Insurance Advisor’s purpose is to work closely with the Insurance Sales assistant by providing their customers with a second-to-none post-sale service, fostering a relationship of mutual trust and confidence with our customers, the Company's sales and back-end support officers as well as other branch employees.

As a member of the Company's sales team you are responsible for contributing to your branch team's overall success by meeting negotiated goals through the identification and satisfaction of customer needs using a financial planning approach. These assigned goals include specific sales goals, along with other objectives relating to teamwork, customer service standards and personal development.


KEY RELATIONSHIPS (WHO)
REPORTING RELATIONSHIPS:

• Reports to: Manager Insurance Sales
• Supervises: Nil

COMPLEXITY OF POSITION
Effective Sales and Service skills are essential, along with the ability to influence and motivate others. The incumbent must set a positive example of change and encourage others to do the same. The incumbent requires a working knowledge of daily and periodic branch routines, procedures and policies. A high degree of flexibility is required to adapt to a wide variety of tasks and functions. Strong PC skills are necessary as the incumbent uses a PC for a variety of sales and service activities.

SKILLS & KNOWLEDGE
FUNCTIONAL COMPETENCIES REQUIREMENTS

• Working knowledge of transactional services and associated procedures;
• Thorough knowledge of the Company's product features, benefits, and related pricing policies and procedures;
• Working knowledge of Retail Banking product features, benefits, and related pricing policies and procedures;
• Novice knowledge of Wealth Management investment products and transactional services including product features and benefits;
• Working knowledge of customer life cycle needs & current economic & political events;
• Thorough knowledge of interviewing, solicitation, & telemarketing skills;
• Thorough knowledge of the Bank’s sales and service technology platform;
• Thorough knowledge of Counselor functionality and the sales/service reporting generated.
• Working knowledge of the Bank’s international merchandising guidelines.

BEHAVIOURAL COMPETENCIES
Accuracy & Thoroughness

• Ensuring that work is completed correctly, thoroughly and is of high quality.
• Level 3: Monitors for accuracy and thoroughness by:
  • Monitoring the quality of others' work, checking to ensure that procedures have been followed.
  • Monitoring data, discovering weaknesses or missing data and seeking out information to keep order.
  • Monitoring the progress of an initiative/assignment against milestones or deadlines.
  • Demonstrating general concern for increasing order in the existing system.

Communication

• Choosing when and how to convey information and/or ideas concisely in ways that will be clearly understood. Listening to others. Tailoring approach to fit the person or audience. Ensuring internal/external communication channels, upward and downward, are open.
• Level 2: Communicating clearly and concisely by:
  • Paraphrasing what the other has said to be certain of the meaning and intent. 
  • Asking for audience reaction to ensure they have understood the point.
  • Thinking through main idea and using clear and concise statement to express ideas.
  • Organizing supporting thoughts or facts to lead clearly to main point.
  • Using good examples or illustrations to explain things and rationale.

Customer Focus

• Seeking information about the real, underlying needs of both internal and external customers, and taking personal responsibility for matching those needs to available or customized services. Correcting problems promptly and undefensively.
• Level 3: Anticipates underlying customer needs and adds value by:
  • Using knowledge of customer to figure out short, medium and long term needs.
  • Matching underlying needs to available (or customized) products or services to make things better for the customer while balancing the Company's interests.

Empathy

• Being perceptive and sensitive to the feelings and attitudes of others.
• Level 4: Understands meaning beyond what is said by:
  • Looking beyond immediate behaviours/body language or what is actually said and trying to understand underlying issues or feelings.

Flexibility

• Adapting to and working effectively with various individuals or groups. Ability to work effectively in a variety of situations or adapt one's approach to accommodate changes in the situation, organization or own job requirements. Understanding and appreciating different and opposing perspectives on an issue. Remaining calm under stress.
• Level 3: Actively seeks alternative views and adapts tactics by:
  • Changing own behaviour or approach (i.e. adapts tactics) to suit the situation or interact effectively with others.
  • Being curious and enthusiastic when presented with different perspectives, new information, or new ways of doing something.

Persuasion

• Influencing others to a desired outcome (sales results) through building persuasive arguments based on logic and fact coupled with the ability to anticipate and respond to the needs and concerns of others.
• Level 3: Responds effectively to Objections by:
  • Detecting underlying concerns, interests or emotions in others.
  • Based on that understanding, developing effective responses to objections.
  • Referring others to source data when debating contentious issues.
  • Exercises self-control, focusing on the problem rather than the person in debate

Relationship Building

• Developing, maintaining and strengthening strong business relationships with internal and external customers.
• Level 2: Building rapport by:
  • Maintaining positive rapport with co-workers and customers
  • Furthering rapport building by identifying others' interests and effectively using this knowledge.
  • Conversing at a personal level as well as discussing work-related matters.
  • Dealing with people in a direct and candid manner in order to establish trust.

Results Focus

• Maintaining a focus on the task at hand and the desired results. Identifying opportunities for increasing the bottom-line and pushing activities and projects in that direction.
• Level 2: Achieves targeted outcomes by:
  • Taking responsibility for achievement of objectives.
  • Setting and achieving realistic objectives

Team Focus

• Working effectively with others to achieve common objectives. Taking action to create and sustain highly motivated groups to achieve common objectives. Helping integrate and sustain goals, roles and the responsibilities of the team.
• Level 3: Cooperates by:
  • Demonstrating cooperation within and beyond own team or unit.
  • Acting to promote a friendly climate, good morale and cooperation.
  • Being actively involved and "rolling up sleeves" to help others/team achieve goals.
  • Supporting team decisions, even when different from own stated point of view.
  • Compromising and adapting tactics to suit others.
  • Accepting set-backs and changing own immediate behaviour or approach to suit the team or the individual.

GENERAL ACCOUNTABILITIES

1. Identify referral opportunities for Wealth Management and Personal Banking products.
2. Contribute to the overall business objectives of the Company and the Branch.
3. Demonstrate the Company Group’s service standards in all customer interactions.
4. Adhere to ‘Know your Customer’ requirements.
5. Adhere to the Bank’s regulatory policies and procedures.
6. Participate in kick-off and sales meetings, skill building and one-on-one coaching sessions.
7. Record customer concerns and escalate them accordingly. 

QUALIFICATIONS AND EXPERIENCE:

• Experience: 
  • Call centre staff with outbound sales experience is key (1-2years experience)
• Qualifications
  • Standard academic certificate for CXC (5 passes inclusive of maths and English)
  • Post-secondary academic qualification/degree