Centralised Proposition and Operations Assistant (Contract)

Requirements: 

• Matric (essential).
• 2-3 years’ experience in financial services industry preferred.
• Relevant tertiary education courses are advantageous.

• Implementation of the centralised proposition service to a panel of financial planners.
• Act as a first point of contact for client queries (email, phone, or internal systems).
• Provide prompt, professional, and accurate responses to client and financial planner requests.
• Maintain strong relationships with financial planners, clients, and external product providers.
• Develop and maintain strong relationships with endorsed third party product providers.
• Ensure all interactions align with client service standards and brand expectations.
• Utilise the internal communication templates / framework for all correspondence sent to clients.
• Adhere to the culture and principles of Treating Customers Fairly.

• Scrutinise client data to identify opportunities for the financial planner to present to the client.
• Prepare accurate and complete documentation required for the engagement between the financial planner and the client.  
• This includes financial planning meetings, reviews or any other engagement identified as part of the Centralised Proposition service level agreement.
• Preparation of client portfolio’s using Astute or product provider information.  
• Ensure Xplan information is up-to-date and always maintained (including client demographics and financial information).
• Process new business applications, policy amendments, and service requests timeously and accurately.
• Manage new business applications, and any other instruction submitted to the product providers to ensure they are completed accurately and within agreed timeframes. 
• Ensure that the expected revenue is received and allocated / processed in line with internal business 
  processes.
• Maintain up-to-date and accurate client records on CRM systems (including data / information and 
  evidentiary documents where relevant).
• Track and follow up on outstanding requirements to ensure timely completion.

• Manage assigned work items within agreed service level agreements (SLAs).
• Prioritise workload effectively to meet deadlines and service expectations.
• Escalate complex or high-risk cases to senior team members when required.
• Provide ongoing feedback to the financial planner/s where needed.  
• Concise, clear communication is essential.
• Ensure all documentation / evidence and instructions are recorded on the internal CRM system to ensure standardised and continuous service is provided to all financial planners and clients alike.

• Liaise with product providers (e.g., insurers, investment platforms) to obtain information, updates, or confirmations.
• Follow up on outstanding information such as medicals, underwriting decisions, or investment details.
• Coordinate between internal teams (financial planners, central team and management).

• Ensure all work adheres to regulatory requirements (e.g. FAIS, AML and any other relevant legislative requirements).
• Maintain strict confidentiality of client information at all times.
• Identify and flag any potential compliance risks or irregularities.
• Follow internal processes, policies, and quality standards at all times.

• Full awareness and understanding of information available on NAV (Internal system) to support the financial planner.
• Full understanding of CRM and associated processes to provide guidance to the financial planner.

• Contribute to improving Service Hub processes and efficiencies.
• Identify recurring issues and suggest solutions.
• Participate in training and development to enhance technical knowledge.