Call Centre Client Care Representative

6 days ago

Bellville, Western Cape, South Africa Sanlam Full time
Who are we?

Sanlam Life and Savings (SLS) is focused on serving our retail and corporate clients in South Africa and further developing our strategic advantages in the South African market. Sanlam Life and Savings consists of the following business units Retail Mass, Corporate, Risk and Savings, Glacier and various business enabling functions. The Sanlam Life and Savings Office provides strategic direction, coordination and support to the four clusters, as well as performing governance oversight that includes assurance provided by second line of defense functions in SLS, to enable us to meet our business objectives.

What will you do?

The Sanlam Retail Affluent cluster is responsible for Sanlam's retail business in South Africa. SRA 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 a company 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?

Output/Core Tasks
  1. The Client Care Centre environment is divided into three divisions: a call centre, a front office, and an administration division that deals with all other types of communication and correspondence from our customers.
  2. You will be responsible for providing professional and effective services to brokers, advisors, and customers; meeting customer expectations, particularly in terms of quality and timelines in compliance with the company's standards.
  3. Effectively deal with all client calls, investigating and ensuring resolution of client policy service enquiries.
  4. Please note that this is an inbound call centre position.
Qualifications
Role Requirements:
  1. Matric/Grade 12
  2. A diploma or degree from a tertiary institution will be an advantage.
Knowledge And Experience
  1. Life insurance telephonic customer service experience.
  2. Experience in assurance administration.
  3. Competent with the administration of life covers, retirement annuities, savings plans, and investments.
  4. Ability to communicate in English and Afrikaans.
Competencies
  1. Must have passion for customer service.
  2. Strong communication skills.
  3. Aptitude to identify and solve problems.
  4. Capacity to manage information.
  5. Very good interpersonal skills.
  6. You must have integrity and hold respect for others.
  7. Computer literate.
Knowledge And Skills
Customer Service
Administration
Quality, compliance and accreditation
Team Support
Personal Attributes
  1. Communicates effectively - Contributing independently.
  2. Action orientated - Contributing independently.
  3. Situational adaptability - Contributing independently.
  4. 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 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.

Core Competencies
  1. Cultivates innovation - Contributing independently.
  2. Customer focus - Contributing independently.
  3. Collaborates - Contributing independently.
  4. Being resilient - Contributing independently.
  5. Drives results - Contributing independently.
Turnaround time
Closing Date: 4 April 2025.
Appointments will be made in line with the company's transformation plan.
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.
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