The purpose of the role is to quality assure the activities of the personal lines underwriting team and provide coaching to the team to ensure customer satisfaction and compliance to legislation and business processes.

Role Outputs

Financial
• Ensure and contribute to minimisation of general expenses

Client
• Ensure that all stakeholder communication is accurate, timeous, professional and relevant
• Build and maintain mutually beneficial relationships with all stakeholders
• Ensure and contribute to achieving own and company client satisfaction targets

Business Processes
• Quality assure personal lines underwriting processes against company processes and legislation
• Adhere to quality assurance processes and procedures
• Compile and provide quality assurance reports as required to various stakeholders
• Feedback to the line manager on quality assurance results for the team as and when required
• Daily feedback to underwriters on the quality assurance result(s)
• Weekly and/or monthly coaching with underwriters to improve performance
• Regular feedback meetings with line manager and Learning and Development to discuss training needs
• Report any suspected fraud, misrepresentation and/or dishonesty

Learning and Growth
• Live the RBS Way
• Share information and knowledge with the team
• Ensure own productivity targets are met
• Contribute towards and ensure continuous improvement in own and team performance
• Keep accurate record of own activities

Minimum Qualification and Skills
• Matric or equivalent
• RE5
• FAIS Compliant (credits and/or full qualification)
• Computer Literate
• Excellent communication skills, verbal and written
• Active listening skills
• Coaching and mentoring

Minimum Experience
• 3 years’ experience as a Personal Lines Underwriter
• 2 years’ experience in a Quality Assurance monitoring role (preferred)