Job Description

Build a successful career with us

We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.

What will you do?

Assist Complaint Officers to effectively manage and resolve complaints received, in line with guidelines set out in the Sanlam Group Complaint's Policy Be the voice of the client and liaise with all business units to effectively resolve complaints Analytically investigate and respond to all aspects of complaints received Effectively communicate and build relationships with all stakeholders (internal and external) Accurately record complaints for trend and root cause analysis and reporting Pro-actively identify and communicate possible issues to management.

Qualifications and experience

Grade 12 (National Senior Certificate) Higher certificate or Advanced National Certificate in related field At least 5 years' experience in a customer service environment, handling complaints, within the Financial Services Industry Experience in an employee benefits environment an advantage Knowledge and skills
Customer service skills Proficient in Microsoft Office; especially Excel and Word Sound knowledge of TCF principals Excellent interpersonal and communication skills both written and verbal (English, Afrikaans and any African language) Critical thinking skills Financial services knowledge, and knowledge of legislation applicable to the retirement fund industry will be advantageous Behavioral Competencies
Analytical skills A detailed investigative ability to integrate and analyse information from various sources Rational problem-solving ability Effective communication and interpersonal sensitivity in conflict handling Strong attention to detail and proactive attitude with a drive to excellence Ability to work under pressure, with solid time management skills and ability to work independently Ability to analyse and improve processes Positive, innovative, energetic, creative and a strong team player

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

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