Coordinator Sales & Service (Bonaire)

The incumbent is accountable for contributing to the overall success by meeting the established goals. The position requires the ability to effectively coordinate, organize, plan and supervise the sales and after-sales process. 
The Coordinator Sales & Service is responsible for meeting established goals:
  • Making sure branch colleagues meet their sales targets
  • Meeting own sales targets and goals
  • Proactively convert existing retail portfolio
  • Being able to manage the situation in peak moments
  • Sharing ideas and best practices
  • Analyzing, combining and interpreting information to make effective decisions and recommendations
  • Applying hands on approach to help improve customer service by motivating the branch staff to enthusiastically explain and sell the products to customers
  • Ensuring the service mailbox is properly handled in a timely manner
  • Responding to customer requests either by phone, e-mail and WhatsApp
  • Performing research/gap analyses to determine sales opportunities
  • Taking care of Inquiries end complaints related to products and services in a timely manner
  • Printing of motor insurance cards on request of the client
  • Handling of claims / private
  • Assisting customers with policies
  • Modifications on existing policies
The Coordinator Sales & Service is responsible for overlooking the quality of the Sales and Service processes by:
  • Ensuring every customer is dealt with conforming to the Sales & Service standards
  • Ensuring branch colleagues interact with customers during both sales and service
  • Discussions in a way that friendly, respectful, personal, confidential and knowledgeable
  • Ensuring that customers are provided with clear, relevant information
  • Ensuring Manager Retail Lines is informed of all relevant sales and service information
  • Taking full responsibility for all customer enquiries/concerns/complaints and resolving those matters to the customer satisfaction and in a timely manner
  • Planning and discussing activities with the local Marketing Department, after consultation with the Manager Retail Lines
  • Establishing good working relationship with our risk carrier and other insurance companies on the islands that we are working with
The Coordinator Sales & Service responsible for proper Human Resource Management by:
  • Showing respect to the customer by providing welcoming, friendly, personal and confidential service
  • Listening to the customer’s needs, looking for clues, probing to ensure their needs are fully understood, and confirming understanding of those needs with the customer
  • Conveying information and/or ideas concisely in ways that will be clearly understood.
  • Assisting and supporting branch colleagues with continuous improvement in achieving their sales and service goals
  • Actively measure their sales activities and results and tabulating the results weekly
  • Tracking results of sales and jump in when necessary
  • Discussing successes to reinforce positive behaviors and facilitate learning by reviewing challenges and planning actions for ongoing improvement
  • Leading "monthly" sales and service meetings for all relevant branch colleagues, giving guidance to branch colleagues when needed
  • Creating an environment of continuous improvement by supporting the branch colleagues in achieving their sales results
Job requirements:
  • Education requirement Bachelor’s degree or equivalent
  • Special courses in Insurance Fundamentals, Banking Fundamentals, Sales & Service trainings, Service standards, Compliance requirements, Leadership skills, Supervisory skills
  • Fluent in English, Spanish, Dutch & Papiamentu, both written and oral
  • Strong computer skills and proficient in utilizing computer applications such as: MS Office, AS400, ANVA and other systems necessary in order to complete day to day tasks
  • Excellent customer service skills and attention to detail
  • Strong problem solving, organizational, analytical and resolution skills
  • Hands-on, stress-resistant, independent, perseverance
  • Strong work ethic with a high level of integrity, responsiveness, and ownership to build trust with colleagues
  • Strong customer service mindset to assist our colleague with the right information and positive attitude
  • Experience Requirements:
  • At least 3 years of relevant banking/insurance experience

Recruitment Consultant