Senior Administration Specialist - Old Mutual

Duties and Responsibilities

You will be responsible for (included, but not limited to):
-Building and maintaining product, sales queries for all DFA BU scripts, using the core compliance script and product specific disclosures
-Managing the CALLBI escalation box – respond to queries; investigate and provide feedback – Sales Managers dispute rating/
-Listen to advisor calls (under 6 months) and provide feedback on findings (product knowledge gaps, processing, and system gaps)
-Scorecard and automated compliance reporting – build and maintain – monthly trends and dashboards.
-Assisting advisors after product training has been completed once they go live with sales (systems and tools)
-Be available on the floor for first few calls and submission process – Especially once training is completed (Month 1, Week 4)

YOU MAY NEED TO TAKE OVER THE CALL IF THERE IS A NEED TO DO SO

Quality Assessor/ Skills Coach (Dual Role)
-Responsible for random quality assessment of completed cases, production, calls in an operational environment.
-Also accountable for providing development feedback and or coaching of advisors / support paraplanners based on errors made by the individuals. Will also deal with escalated calls and transactions.
-Provides input to process and system enhancements, especially in support of product, process or quality issues.
-This role transfers specialist product information, system skills and in-depth process knowledge through coaching, development and delivery of technical training to new and existing staff.
-This role facilitates and assists with delivery, design, development and assessment of learning interventions.
-Transfers specialist product information and knowledge, system skills, in-depth process knowledge and above all, a passion for customer-focused service, through attentive coaching and developing of staff skills.
-Responsible for quality assessment of staff on the floor, using the results as input to the coaching process.