Assistant Complaints Officer

2 weeks ago


Bellville, Western Cape, South Africa Sanlam Full time
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.

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 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 principles
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
Personal Attributes Communicates effectively - Contributing dependently Decision quality - Contributing dependently Action orientated - Contributing dependently Optimises work processes - Contributing dependently Core Competencies Cultivates innovation - Contributing dependently Customer focus - Contributing dependently Drives results - Contributing dependently Collaborates - Contributing dependently Being resilient - Contributing dependently Turnaround time
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