SSP Brochure:Layout 1 - INSETA

Occupation*Posts difficult to fill*Training and development professional 6Systems analyst 6Legal advisor 6ICT trainer 5Medical practitioner 5ICT support engineer 4Client relations or customer services specialist 3Database administrator 1Systems administrator 1The professional associations indicated that a need for well-equipped black professionals who can deal with clients professionally existedin the sector. A need for black brokers who understand the needs of new markets such as the “black diamonds” and who are familiar withthe culture and lifestyle of clients in these markets, was also expressed. The new FAIS regulations raised the entry requirements and madeit more difficult for newcomers to enter the sector.In the loss-adjusting subsector, organisations find it difficult to take new learners in because of limited scope for practical experience. Dueto cost factors, large organisations make less use of the services of loss adjusters by not contracting out cases where smaller amounts areinvolved.A lack of underwriting skills and the skills needed to develop custom made products for new markets was also indicated.4.1.3 Scarce skills: clerks and administrative workersClerical and administrative workers (back room staff) fulfil a supportive role and handle typical administrative work relating to client services,sales, claims and payouts. The survey revealed a need for administrative staff specifically dealing with prospective or existing clients such ascall centre operators and client services or relations administrators (Table 4-4).Table 4.4 Scarce skills: clerical and administrative occupationsOccupation*Posts difficult to fillCall/contact centre operator 219Client services or relations administrator 180Claims clerk 92Insurance clerk 54General clerks or administrator 41Receptionist 38Insurance administrator 30Personal assistant 12Bookkeeper 6Insurance loss adjustor 6Word processing operator 5Insurance investigator 4Financial clerk 3Legal executive 2Debt collector 1Human resources clerk 1TOTAL 694Representatives from professional associations indicated a lack of sufficiently skilled backroom (administrative) staff in the sector, especially in small brokerages.In many instances they are not broadly enough skilled to decrease the workload of the owner/broker.4.1.4 Scarce skills: sales workersA new trend in insurance is that insurance products are marketed and sold through call centres without direct personal contact withcustomers. Besides technical knowledge these call centre agents or marketers need to communicate effectively with clients. Table 4-6shows the need for insurance agents and telemarketers in the industry. A fifth (20.4%) of all positions in the industry that organisationshad difficulty in filling could be related to product selling either through insurance agents, call centres or telemarketing.INSETA Sector Skills Plan - page 36