Brokers Admin SOP Doc

BROKERS ADMIN (RFS)
STANDARD OPERATING PROCEDURE
Table of Contents
1. COVER PAGE
2. TABLE OF CONTENT
3. INTRODUCTION
4. OBJECTIVES & PURPOSE
5. ORGANOGRAM
6. LIST OF ACTIVITIES/ JOBS IN THE DEPARTMENT
7. PROCEDURE FOR EACH OF THE ABOVE LISTED ACTIVITIES
8. REVIEWED TIMELINE 
9. APPROVAL PAGE 

1.0 INTRODUCTION

This SOP was designed to establish guidelines for Brokers department. (Rosabon FinancialServices).
This process aims to ensure that everyone in the Brokers department are optimally utilized and well
informed of their duties and responsibilities.
It is also going to serve as a guide to ensure excellent service at all times and to avoid delays and lags in
the process of dealing with all RFS brokers and clients.

2.0 OBJECTIVES & PURPOSE

This SOP details the step-by-step process to be taken by all Broker Admin Executives from the moment a 
prospective or existing broker/client makes contact with RFS through any of the communication channels.
This document covers the process of responding to enquiries, determining eligibility for loan packages,
transferring leads to appropriate departments, follow-up on leads, engaging brokers / customers after
account consummations, up until end of transaction life-cycle and engagement afterwards.

3.0 ORGANOGRAM

The structure below is subject to change as the need arises. 

 

4.0 LIST OF ACTIVITIES/ JOBS IN THE DEPARTMENT
 Effective Cross marketing of all products: Effectively cross market Rosabon’s products to existing and 
potential clients when the need arises
 Acquisition and Retention of Brokers: Frequent follow up on all active brokers for more brokers referral 
and leads referrals. Routine offline marketing to source for optimal brokers when the need arises
 Retention of clients for further business: Good relationship management of all clients to ascertain their 
satisfactory level and willingness to refer other clients to do business with us.
 Successful Conversion of B2C leads: Immediate follow up with all referred leads (B2C) to ensure payment 
is made and installation done at the earliest time. Transfer B2B client to sales executive for proper followup.
 Brokers satisfaction Improvement: Weekly follow up on all brokers to keep them abreast of the brokerage 
program and ensure their need/request are being attended to
 Handling of Brokers/clients enquiries: Daily handling of client’s and brokers enquiries via phone calls, 
emails, live chats and social media channels. Responses must be made in 24 Hours or less.
 Incident resolution: Identify issues, complaints, and proffering possible solutions to meet client’s needs. 
Issues should be resolved or escalated in 48 hours or less.
 Submission of weekly report: Communicate detailed reports on client’s requests and feedback to aid 
strategic and management decisions. Reports must be submitted on the last work day of every week 
before 2.00pm

5.0 PROCEDURE FOR EACH OF THE ABOVE LISTED ACTIVITIES
When potential brokers come on board are introduced to the program with the following steps;

● Leads generated are filled on the lead generation sheet for follow up and subsequently 
passed to the department to treat the lead.
● Once a lead is p a s s e d to the Asset creation team or in the Liability generation space, 
details are filled transaction tracker sheet and updated as the transaction proceeds so as 
to keep tabs with stages of the transaction.
● Once a lead i s p a s s e d have been consummated by the Asset creation team or in the 
Liability generation space, clients and brokers details are filled on the Brokers sales 
executive consummated lead sheet
● In cases where the Leads could not be consummated, the issues and the actions to be 
taken is filled on the incident log sheet.
● After consummation a broker admins staff calls client 24 hours after to engage and
appreciate the client forchoosing us and get feedback on client / broker’s experience so
far.
● Transactions Pending each week are recorded on the weekly pending Leads sheet
● The broker’s activity sheet is used to keep a track record of broker’s progress and how 
active they are
● When potential brokers indicates interest in the program their names and contact are 
move to this sheet for further qualification.
● The Treasury Customer Engagement sheet is shared with client experience team to also get 
customers feedback on our services as well thanking them for choosing to invest with us 
send them mails and SMS on their special days as a form of customer relationship 
management in addition to the call they would get from the brokers admin executives.
● The Supervisor oversees effective engagement of clients/ brokers by all executives and 
makes sure all complaints are effectively managed or escalated to the appropriate 
department as well as give feedback to management for effective decision making. 
● The Supervisor collates and vets brokerages sent by executives from the different 
locations, then send to the various stake holders for onward approval and payment.

6.0 BROKERAGE PAYMENT POLICY
BROKERAGE PAYABLE TO BROKERS FOR RISK ASSET AND LIABILITY GENERATION PRODUCTS.
ROSABON TREASURY NOTE
CATEGORY AMOUNT TENOR BROKERAGE

ROSABON Earning Product (REAP).

The compensation is based on the referred REAP account cumulative amount successfully closed.

Note:
 Full (100%) brokerage will be paid for brokers that prefers to wait till end of the tenor before 
receiving their brokerage.
 Brokers will get additional 0.5% if their client chose direct debit option.
 Any termination before the end of the set tenor will attract 50% pre-termination for brokers that 
wait till end of the tenor before receiving their brokerage.
OPTION 2: PAYMENT OF BROKERAGE MONTHLY

Note:
 Brokerage will be paid to brokers on a monthly basis. This will be 1/12 of the brokerage fee for the 
set category. 
 Brokers will get additional 0.5% if their client chose direct debit option. This will be 1/12 of direct 
debit bonus for brokers that want their brokerage to be paid monthly.
COMPENSATION FOR ASSET CREATION PRODUCTS.
Rosabon Consumer and Corporate Lease.
LEASE TENOR BROKERAGE MODE OF PAYMENT

Rosabon Consumer and Corporate Uncollateralized Loan (Lesser Tenor)

Note: 
 The entire amount requested for by referred successful leads will be summed up, and the % 
payable for commission for the set category will be paid. The Commission is one off payment.
COMPENSATION FOR OPERATING LEASE.

Note: 
 For every extension made by operating lease client, the broker get 0.25% brokerage irrespective 
of the tenor.
7.0 REVIEWED TIMELINE
I recommend that this document should be reviewed bi-annually.