Coordinator Sales & Service (Bonaire)

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