Job Overview
Job Responsibilities
1. Working closely with and reporting to the Sales & Performance Manager, your key responsibilities will include:
* The primary function will be to assist and support our new recruits ensuring they have a key point of contact in their new role, this will include training on the following:
* Introduction to Stats & Bonus
* Call Evaluations
o Provide feedback from call evaluations completed by the Quality Dept
o Complete 3 call evaluations per agent and provide feedback
o Sales Coaching
* TIA User Task Management
* Mirroring a bonus/ Fronting refresher
* WFH equipment
* How to manage dealing with underwriters
* Discounts and non-loads
o SharePoint discount guide navigation
o Discount Criteria
* Hand over report to Team leaders- template with KPI and current weekly KPIs
* Sales Coaching -Introduction, Concepts, Sales Techniques, Closing
* Training in customer overviews (stepping back and evaluating customer)
Additional Responsibilities
* Work in a collaborative way with the Training function to align findings from Sales Coaching with Support Bay agents and ensure this feeds to their plan – agree a timeline for delivery with agreed measurable success factors.
* Work with all agents in the Support Bay to ensure they are confident in their role prior to moving to their team.
* Liaise with each Team Leader and give feedback on all agents prior to moving to their team.
* Ensure all sign off procedures are followed and can be evidenced.
* Work alongside the QA Buddy and the allocated Team Leader to deliver encouragement and handle day to day queries.
* Liaise with our Trainer and identify any training requirements.
* Ensure our new recruits are integrating and adapting to a new challenging environment.
* Assist with any training requirements across MSC as required.
* Facilitate Adhoc requests from the business in order to deliver on customer experience and identify gaps.
* Assist with mock calls when required and maintain a relationship with our new agents from day one of training.
* Delivery of training sessions as and when required.
Education
* Hold a third level qualification and/or appropriate professional qualification and be APA, CIP qualified or Grandfathered in the area of selling personal and commercial insurance.
Experience
* Customer focused.
* Excellent communication, influencing & decision making skills.
* Ability to self-motivate and work on own initiative and also work as part of a team.
* Strong resilience.
* Target driven, solution focused and results orientated.
* Proactive approach.
* Proficient in MS Office Suite – MS Word, Excel, PowerPoint.
Competencies
* Excellent communication skills (written & verbal) Commercial awareness.
* Leadership.
* Problem solving.
* Strong organisational skills.
* Meet regulatory requirements as described in the Minimum Competency Code (Source: Central Bank, 2011) and Fitness and Probity Standards (Source: Central Bank, 2012).
MCC
Under the Central Banks fitness and probity regime, this role carries the following Controlled Function designation: CF3.
This role sits within Pay Band B of FBD’s Commercial's Pay band.
Footer
FBD is an inclusive Equal Opportunity employer that considers applicants irrespective of their age, gender, ethnicity, culture, religion, language, sexual orientation, ability, disability and social circumstances.
#J-18808-Ljbffr