1. Perform call monitoring and call back on investment and insurance transactions to ascertain client instructions are genuine; Sales transaction have been conducted in compliance with laid down processes.
2. Timely report result and escalate for remediationby line manager of sales staff within the required timeline.
3. Escalate complaints from clients during call back or observed during call monitoring to sales manager and/or complaint handling unit for required action.
4. Follow up with relevant parties to ensure completion of remediation.