Administrator Servicing at Standard Bank

Test Division Summary

Job Purpose

The effective and efficient execution of the policy administration process to ensure the timeous issuing and amendments to new and current policies, whilst building and maintaining relationships with key internal stakeholders namely brokers and internal service providers. The ability to coordinate multiple administrative activities to enable the efficient servicing of the insurer stakeholders.
To monitor, measure and control the policy administration processes and procedures in adherence to company policies and regulations, ensuring high levels of stakeholder satisfaction.
To deal with all escalated policy administration matters outside the staff mandate.
To monitor, measure and analyse statistics to correct any deviations in daily transactions.
To detect and refer underwriting insurers to the underwriting team

Key Responsibilities/Accountabilities

Administration

• Quotations: preparation and capturing
• New Business: loading, checking and inforcing within Broker System
• Endorsements: capture as per instructions from Broker/ Portfolio Manager
• Queries: general administration as per various requests received from Broker/Portfolio Manager
• Renewals: capturing of changes to policy as per instruction
• Cancellations: processing instructions from Broker/ Portfolio Manager
• Administrative Finance: processing of refunds, discounts, manual adjustments, irregularities on a policy transaction and outstanding/ unallocated balances
• Exception Report: policy/ client maintenance on System A to ensure healthy data
• Liaising and engaging with the Insurer/ Stakeholder
• Quality Assurance: adherence to the QA process and remediation
• Fulfilment: completing the fulfilment pack to stakeholder
• Filing: ensuring all correspondence is filed on the relevant platforms
• Monitor: risk exposures with the team to avoid PI claims

Compliance I.T.O Legislation/ Regulations & all required documents- POPIA, FAIS, TCF etc…Network Next ensure all compliance courses and forms are up to date
Adherence to Minimum Operating Standards
Adherence TCF principles
Adherence Quality Assurance

Policy Management

Electronic record keeping: (Serena, SIL Share drive, E-view, System A) uploading of client documents to be audited by internal/external auditors
Fulfilment: collating all policy documents including policy schedule, policy and SASRIA wordings and relevant letters to be sent to stakeholders

Adherence to Minimum Operating Standards

Full and accurate administrative submissions to stakeholders
Adherence to mapped processes
General service standards: 100% acknowledgement of requests within 24 hours, 100% delivery on commitments made
Sanctions Screening: checking and capturing of customer number

Adherence to Digital Platforms/ manual platforms
Adherence: ensure that all digital platforms are being used that have been made available for Administrators (System A, Serena, Avaya softphones, Productivity Tool and Work Force etc….)
Log Remedies for Systems and Applications per incident
Remediation on Control First

Minimum Qualification and Experience

Completed secondary school/high school/A levels/Matric

FAIS 150 Credits (Favourable)
Regulatory Exam Certificate (Favourable)

Job Function: Wealth Management
Job Family: Administration
Years: 3-4 Years
Experience Description: Administration, Insurance

Job Function: Wealth Management
Job Family: Administration
Years: 1-2 Years
Experience Description: Commercial Insurance Product Knowledge

Job Function: Wealth Management
Job Family: Administration
Years: 1-2 Years
Experience Description: Call Centre or Client Servicing