Complaints Specialist

2 weeks ago

Johannesburg, Gauteng, South Africa Sanlam Full time
Who are we?

Sanlam Developing Markets [SDM] (a wholly-owned subsidiary of Sanlam Life Limited) is one of the top financial services providers in the South African entry-level and emerging middle market.

It aims to understand the unique requirements of clients and offers a wide range of simple and affordable financial solutions that cover needs such as funeral insurance, savings for education, life cover and personal accident plans.

In terms of the Sanlam Group Governance Policy, SDM is managed by the SA Retail Mass cluster, which is part of the Sanlam Life and Savings cluster within the Sanlam Group.

The cluster focusses on retail products, as well as group schemes. Sanlam Values
Lead with courage
Serve with pride
Care because we respect each other
Act with integrity & accountability
Grow value through innovation & superior performance What will you do?

Customer relationships/handling of high-level after sales service complaints for SDM Products
Identify client needs and resolve client complaints within agreed SLAs
Investigation of complaints regarding SDM products, policy services, and advice
Conduct telephone conversations as well as personal interviews with clients to investigate the complaints
Draft responses and communicate decisions to intermediaries, management, clients, and other stakeholders (Ombudsman, PFA, FSCA, media, attorneys, etc.)
Effective and efficient after sales service, as measured by voice of client surveys
Make decisions on non-standard issues taking all TCF principles into account as well as business requirements
Implement settlement agreements to resolve complaints
Complaint investigations and drafting of preliminary determinations for the Sanlam Arbitrator
Reporting on trends from complaints
Identify trends on types of complaints received and update the complaints register and workflow Conduct root cause analysis and provide feedback to the relevant department on all processes to curb complaints occurrence
Influence Product Providers and Business processes to support integrated quality service, products, and fair treatment of clients
Pro-active problem identification
Ensure that the complaints register is updated daily with all the relevant fields
Communication
Communicate relevant feedback to complainants and external complaints resolution authorities and other stakeholders within agreed timelines.
Communication with the Ombudsman's offices and other third-party complainants
Personal, telephonic, and written interactions with complainants, authorities, and senior management.
Innovations
Continuous, proactive improvement and optimisation of processes, products, and procedures Qualification and Experience

Matric
Relevant Diploma or Degree
At least 3 years of complaints handling experience
Advice accreditation (CFP license) will be a recommendation
Re5 certificate will be an advantage Knowledge and Skills
Policy Services / Values / Products and Renewals on a specialist level.
Effective communication skills (verbal and written).
Communication on complaints outcomes - telephonic, mail, and personal interviews
Product Providers/ Services knowledge
Drafting and writing manual technical letters or handling technical complaints
Knowledge of Client Experience principles
Complaint's handling
Financial services/industry knowledge.
Knowledge of relevant legislation and regulations (Pension Funds, Long Term Insurance, and FAIS).
Broad knowledge of the businesses in Sanlam and its interrelationship.
Marketing, sales, and sales process knowledge
Ombudsman Processes and Procedures Personal Atrributes
Analytical thinking
Problem-solving
Customer service, TCF
Communication skills
Building and maintaining relationships
Influencing
Innovative thinking
Continuous learning
Negotiation skills
Decision making
Results driven Core Competencies
Flexible and Adaptable
Cultivates Innovation
Client Focus
Drives results
Collaborates Behavioral Competencies
Organisational savvy
Manages complexity
Plans and aligns
Optimises work processes 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.

Turnaround time
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.

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