Personal Insurance Consultant

Transcription

1 Position Description Personal Insurance Consultant Location: Palmerston North Reporting to: Personal Insurance Team Manager Business Unit: Personal Insurance Direct Reports: Nil Date: March 2013 About FMG Formed by farmers for farmers over a century ago, FMG is New Zealand s leading rural insurer providing risk advice and insurance solutions for farmers, growers, commercial businesses, the lifestyle sector and domestic clients. We re proudly 100% New Zealand owned and operated and our focus is on helping our clients to achieve their goals. As a mutual organisation, we re all about giving rural New Zealanders a better deal, and part of this involves reinvesting all profits back into the business to keep premiums low and ensure the future sustainability of the organisation. FMG s Values The FMG brand represents promises about what customers can expect from us and each of us is responsible for delivering on these promises. Living our company values means we deliver the best brand experience for our customers. Our company values are: Do what s right Make it happen We re in it together Proud of who we are Work Environment We strive to provide an environment that promotes and fosters achievement. We place importance on career development and training to give our people the tools they need to succeed. The Personal Insurance Consultant team operates within an upbeat and proactive sales and service centre environment. Located in Palmerston North, FMG sales and service teams are committed to delivering a world class customer service both internally and externally. Purpose of the role FMG s has adopted a segmentation approach to its Personal Insurance business. Clients with less complex advice are allocated to the Direct Channel where Personal Insurance Consultants provide sales and service. Clients requiring complex advice are allocated to the Adviser Channel where Personal Risk Advisers provide sales and service. The Personal Insurance Consultant role is centralised to provide phone based sales and service and support for the Adviser Channel when required

2 Key Responsibilities Area Responsibilities Acquisition Supports personal insurance campaigns and initiatives through targeted calling. Listens to clients and prospects to understand individual circumstances, then interprets and applies FMG personal insurance product coverage, conditions, limitations and exceptions relevant to individuals circumstances. Proactively educates clients and prospects on FMG products and services as they apply to their circumstances. Builds rapport that the client perceives to be trustworthy, accurate and down to earth. Prepares concise and accurate information for quoting and advice purposes. Ensures the accuracy and completeness of all data entry and administration in Xplan. Profitability Writes business which is of the highest quality and minimises the risk to FMG s profitability. Customer Satisfaction and Service Delivery Works within delegated authority for policies and procedures. Identifies and clarifies the nature of risk needs for clients and uses initiative to up sell / cross-sell, in order to provide appropriate products, solutions and services to meet those needs. Refers leads to appropriate roles in general insurance. Provides excellent client service by demonstrating the do what s right FMG value: - Satisfy their needs - Listen and respect other points of view - Say what you mean - Do what you say you ll do - Act ethically and morally - Practice fair play - Look the part. Ensures all communication (written and oral) is to a high standard. Offers suggestions for improvement based on feedback. Claims Assist PRA in relation to receiving, logging and advancing personal risk claims Liaises with insurer to monitor and progress accepted claims Maintains accurate and complete records in XplanFMG s Client Relationship Management system)

3 Area Responsibilities Relationship Management Maintains effective working relationships with third parties as required. Team Participation Personal Development Business Improvement Policy and statutory compliance Health and Safety Other Duties FMG Values Other Duties Establishes effective working relationships with key stakeholders, FMG managers and employees. Lives the FMG team values and encourages others to do the same. Assists and supports other team members, including training and peer review work as required. Supports the team by sharing information and resources and providing feedback in a positive manner. Refers leads to relevant stakeholders. Proactively acquires and develops skills, knowledge and techniques. Attends coaching sessions and personal development as agreed with management. Assists in identifying opportunities for process and service improvement. Participates in projects or new initiatives as required. Complies with corporate policies, guidelines and procedures. Complies with safety and wellbeing policy and procedures, including accident and incident reporting and hazard management requirements Works in a safe manner at all times and does not undertake activities without appropriate training Support wider team in a major event or catastrophe. Other tasks may be delegated as and when required. To promote the FMG Way through displaying the values of FMG which are do what s right, make it happen, we re in it together and proud of who we are Support wider team in a major event or catastrophe. Other tasks may be delegated as and when required. COMPETENCIES *see competency framework for behaviours expected at each level Expected Level

4 Customer Driven (Internal & External) A commitment to understanding the needs and best interests of both internal and external customers, in order to provide them with outstanding customer service and help them to make informed decisions. Accountability Taking personal ownership of decisions, behaviour, and development, and being responsible for how these actions impact on the wider organisation and customers. Adaptability Demonstrating a willingness to engage in a changing environment and being flexible and comfortable working with change. Motivation and Drive The determination to achieve goals and strive for excellence. Relationship Building Developing and maintaining positive, professional relationships that are built on mutual trust and respect. Team Work Making a positive contribution to the FMG team and collaborating effectively with others to achieve objectives. KNOWLEDGE Qualifications Relevant business qualification in financial services or accounting related subjects is desirable. Business Awareness Understands the internal workings of FMG and how business works; understands FMG's position in the advice and insurance market and knows the competition. Rural Knowledge Legal Knowledge Product Knowledge Systems Knowledge Risk/Insurance Knowledge Understands the rural community and keep up to date with the economic, political, and environmental issues affecting our customers. Has legal knowledge e.g. indemnity, liability, the Privacy Act etc. Can read and interpret legal agreements. Is knowledgeable about FMG s recommended personal risk insurance products, the differences between them, and the appropriateness of each in different situations. Knowledge of the following systems is required: Genisys, Xplan, Lead Management System (LMS) and the quoting and policy administration systems of FMG s panel of life insurance carriers. Understands risk and how to apply personal insurance to situations; is knowledgeable about compliance requirements; understands the insurance process and how claims are managed; knows industry partners and competitors.

5 SKILLS Written Communication Skills Verbal Communication Communicate very clearly with any written communication in line with FMG s standard process Communicates clearly in order to present information to persuade and influence others. Financial Skills Technology Skills Able to calculate premiums, and able to accurately check data entry and system output. Can expertly use relevant software and technology to its full capacity e.g. MS Word, Excel, Outlook, Website applications, PowerPoint, life risk analysis tools, life risk report generators and the CRM platform Risk Assessment Skills Can identify risks and escalate awareness. Listening Skills Demonstrates active listening skills through eye contact, paraphrasing, appropriate body language and checking understanding. Relationships External Internal Committees/Groups FMG Customers and Prospective Customers Product providers for submissions and claims Centres of influence - accountants, solicitors, farm advisers, bankers, valuers and other customer advisers Local rural business networks Strategic alliance partners Business partners External service providers Personal Insurance Team A&I Leadership Team Rural & Commercial Managers Business Development Managers NSSC All FMG employees As required Financial Authority Levels No authority to commit or approve expenditure Human Resources Authority Levels Not applicable

6 Agreement I agree to the outline of the role as contained in this document and recognise that the contents may need to be amended from time to time to reflect changing business requirements. I as job holder, allow my Manager to gather information from third parties where necessary for the purposes of performance management. Personal Insurance Consultant s Name: Signature: Date: Manager s Name: Signature: Date: