Job Description

Who are we?

The Sanlam Retail Affluent business (SRA) is dedicated to empower South Africans in the middle- and upper-income segments to be financially confident, secure and prosperous. With deep client understanding and a focus on excellence in technology, client and intermediary experiences, SRA delivers financial solutions including comprehensive financial planning, life- and disability insurance, credit solutions, savings and investments, retirement and fiduciary services that can be accessed through various platforms.

What will you do?

The Sanlam Retail Affluent (SRA) cluster is responsible for Sanlam's retail business in South Africa. SPF provides clients across different market segments (entry-level, middle-income, affluent, professional market and business owners) with a comprehensive range of appropriate and competitive financial solutions. These include traditional life insurance risk and savings products, investment, retirement, health and fiduciary services. Designed to facilitate long-term wealth creation, protection and niche financing, these solutions are engineered around client needs.

As we Live in Confidencexe2x84xa2 we believe in creating and cultivating a positive, energised working environment that gives you every opportunity to achieve success. Sanlam is 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 as well as people with disabilities.

What will make you successful in this role?

Job Purpose:

Output/Core Tasks:

• Handle activities received electronically from various sources, predominantly the Client Care Mail Centre

• Handle telephonic enquiries from the Client Care Representatives

• Take over complex and complaint calls from the Client Care Representatives

• Complete complex and exceptional cases that require a specialist level of knowledge in policy services.

• Offer product information to clients and intermediaries

• Communicates completion of complaint cases to clients/management by telephone and/or in writing

• Support Client Care Representatives and First Line Managers in his/her area of expertise

Role Requirements:

Qualifications:

• Matric/Grade 12

Knowledge and Experience:

• A minimum of 3 years in policy service administration operating as a Client Care Representative: Intermediate (SS5 and SS6) or as a Client Care Representative: Call (Blended for Skills Set 5 and 6).

• Employees who have been Client Care Representative: Intermediate with background in exit transactions for a minimum of 2 years will be considered.

• Working knowledge and experience of both Telephone and Policy Services Administration is an advantage.

• Proven experience in dealing with high level and complex enquiries will be an advantage.

• Quality and Production must be above the acceptable business performance standard.

Competencies:

• Client Service orientation

• Decision making skills

• Analytical abilities

• Interpersonal sensitivity

• Ability to work under pressure

• Conflict resolution

• Communication skills in English and any African Language

Knowledge and Skills

Customer Service

Administration

Quality, compliance and accreditation

Team Support

Personal Attributes

Communicates effectively - Contributing independently

Action orientated - Contributing independently

Situational adaptability - Contributing independently

Optimises work processes - 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

Collaborates - Contributing independently

Being resilient - Contributing independently

Drives results - Contributing independently

Turnaround time

Appointments will be made in line with the company's transformation plan.

Should you not hear from us 4 weeks after the closing date (3 September 2023), please assume that your application has been unsuccessful.

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