Job Description

Who are we?

Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients' investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth. Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier.

What will you do?

Under general supervision responsible for a combination of sales and customer service, both pro-active and re-active. Duties include cross-selling to clients as well as nurturing the client relationship. A knowledge/background of credit, finance would be advantageous in the job. Good interpersonal skills are essential for the success of this position.

What will make you successful in this role?

Job purpose

To provide a high quality of complaints resolution and written communication to clients in line with Glacier standards and legislation such as the Treating Customers Fairly (TCF) legislation.

Key outcomes

The following outcomes will be expected to be achieved by the Client Relations Consultant:

• Complaints resolution to meet client's needs and problems in line with TCF outcomes
• Written/telephonic correspondence about technical product, work processes and procedures to clients/intermediaries (letters, faxes, e-mails)
• Ensure that all communication mediums contain comprehensive first time solutions to client complaints and queries
• Application and understanding of relevant legislation such as the application of plain language and TCF principles
• Gather, analyse, investigate and interpret all information received by various stakeholders before a solution is presented
• Do independent & thorough root cause investigations
• Determine systemic issues & the impact on other clients
• Ensure that systemic issues are taken up with the responsible stakeholders
• Challenge regulations, business rules and processes in order to develop a creative solution
• Consult with role players such as the internal and external adjudicators on specific client complaints
• Compile a report on a monthly/quarterly basis for client & intermediary complaints received

Qualifications and experience

• Matric / Grade 12
• The relevant financial/communications or legal qualification or
• At least 3 years' experience in an investment environment where written complaints and technical enquiries were handled

Competencies

• Client focus
• Cultivates innovation
• Collaborates
• Being resilient
• Drive results
• Analytical skills (Critical thinking, problem solving, research)
• Exceptional communication skills, written and verbal, in English and Afrikaans
• Planning, prioritising and organisational
• Knowledge & application of economic principles/investment products and legislation such as TCF
• Negotiation/influencing skills

Attributes

• Assertive
• Honesty, integrity and respect
• Teamwork
• Can-do attitude
• Performance driven

Qualification and Experience

Grade 12 with 3 to 4 years related experience.

Knowledge and Skills

Financial advice and support

Assist with production target achievement

Compliance

Partnership and network building

Personal Attributes

Business insight - Contributing independently

Communicates effectively - Contributing independently

Action orientated - Contributing independently

Plans and aligns - Contributing independently

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 four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing independently

Customer focus - Contributing independently

Drives results - Contributing independently

Collaborates - Contributing independently

Being resilient - Contributing independently

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.

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.

Sanlam