Job Description

What will you do?
Santam's Operation's department has an exciting new role and position available for a Broker Liaison Officer (BLO) who will be based either in JHB.
The Case Owner will manage the Brokers experience by providing a dedicated service in the resolution of complaints/escalations and the management of expectations and perceptions. The successful incumbent will be responsible to maintain relationships between Broker Services (Relationship Managers) and Intermediaries. They will offer administration support and fulfil all functions in facilitating the completion of requests within published Service Level Agreements. Report on the status of work within the CLCC which includes all CLCC related departments. This includes the effective resolution of complaints/ escalations and the management of expectations whilst utilization available Contact Centre resources. The Broker Liaison officer will formulate structured reports to management as and when required.
What will make you successful in this role?

• Provide a dedicated service to the brokers.
• Understand the different Santam commercial offerings (including Agri) to provide good and proper support to our brokers.
• Build strong relationships with all internal stakeholders and intermediaries.
• Understand the risk exposure for Santam and provide solid underwriting advice to key stakeholders.
• Ensure corrective underwriting actions by incorporating and discussing risks all stakeholders.
• Manage the entire process for escalations. Ensure high levels of engagement by providing brokers with continuous feedback.

• Identify trends and inaccuracies in specific areas and discuss with the relevant teams.
• Ensure data quality and contribute to the ease of doing business.
• Ensure overall client delight by focussing on intentional excellence and value creation.
• Manage and report on the overall VoX - Manage escalations and identify trends.

Minimum Requirements

• Matric, Relevant Insurance Related Qualification, FAIS compliant,
• More than 3 years Commercial Lines experience
• In-depth knowledge of the different Santam Commercial offerings - Including Agri
• Meet the required mandates to fulfil the role as described (May require further formal assessment)

Skills

• Computer Literate (MS Office Package including Excel),
• Relevant System Knowledge and ability to transact (PolicyCenter WebE, CRM),
• Underwriting,
• Compiling and Analysing data
• Understanding of operations management
• Strong insurance knowledge
• Ability to transact in the full value offering of the CLCC.
• People management skills

Competencies

• Flexibility
• Excellent interpersonal, communication and networking skills.
• Bilingual (Afrikaans and English) would be advantageous
• Strong client service orientation
• Ability to work under pressure and within a team structure
• Self-confidence
• Problem solving
• Time Management
• Strong Conflict handling abilities

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.
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.
Closing Date:20 June 2025
ABOUT THE COMPANY
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.
Our success is rooted in our passion for our clients and everything we do is Centreed on our delivery of Insurance Good and Proper. We're about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.
At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.
Please note this appointment will be made in line with the Divisional Employment Equity targets. People with disabilities are welcome to apply.