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.

The overall purpose of the role

The incumbent is responsible for providing excellent client services to a portfolio of clients by efficiently managing human capital queries, advice when required, claims and queries and all other medical scheme, gap cover, primary health insurance, loyalty related queries.

Key responsibilities

• Provide an effective and efficient administrative channel between clients and service providers.
• Must demonstrate a good understanding of all medical scheme options and benefits, primary care insurance, gap cover and loyalty programs.
• Must provide, multiple query resolutions, ability to communicate in both written and a verbal professional manner.
• Manage escalated admin and other requirements from service providers for clients.
• Assists the Centralised Service Centre with in-bound and out-bound client calls.
• Provide timeous feedback and resolution.
• Keep ongoing records on internal CRM systems.
• Assist clients with the application process, requirements and queries telephonically and/or via e-mail up to resolution.
• Frequent follow up with clients.
• Assisting with new and existing quotes and advice where required.

Qualifications and experience

• Regulatory Examination RE5 is required
• Full Accreditation with the Council for Medical Schemes is advantageous.
• Industry related Degree or Diploma (NQF level 5) is required.
• 2 - 3 years' experience in a similar healthcare environment is required

Knowledge and skills

• Knowledge of industry regulations e.g., POPI and TCF
• Experience in managing customer relationships
• Experience in handling customer complaints
• Strong knowledge of medical scheme product and processes.
• Strong knowledge of Internal and external processes including service level commitments.
• Knowledge of relevant escalation channels.
• Knowledge in managing and co-ordinating escalations from HR and other stakeholders.
• Experience in managing customer relationships
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Brokertools experience advantageous
• Proficient in both English and Afrikaans (verbal and written).

Core competencies

• Cultivates Innovation by creating new and better ways for the organisation to be successful.
• Client Focus - Building strong customer relationships and delivering customer-centric solutions.
• Drives Results - Consistently achieving results and meets deadlines, even under tough circumstances.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Resilience - Rebounding from setbacks and adversity when facing difficult situations.

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

Sanlam