X2 Client Support Specialist

5 months ago

Cape Town, South Africa Sanlam Full time

**About Sanlam Corporate**:

- Our vision is to be the preferred partner to Corporate and Public Sector by providing an awesome client experience and comprehensive solutions that enable the financial resilience and prosperity of those entities and their employees. We tap into over 100 years of expertise to provide cost-effective Employee Benefits and Healthcare Solutions that enable financial confidence for our members. We enable our clients to make better retirement and risk decisions today through determined and passionate thought leadership and best-in-class people, innovative products and proven processes all designed to help people live a better life tomorrow.- We believe in creating and cultivating a positive, energized working environment that gives every individual the opportunity to achieve success, embracing diversity and committed to transformation. We do this through living our values of having the courage to be bold, care, collaboration, and an intolerance for mediocrity. 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 realize their worth.**Division**:
One of the largest businesses within the Sanlam Group, Sanlam Corporate (SC) specialises in the provision of risk, investment and administration services to institutions and retirement funds. Focused on meeting the unique needs of its diverse clients, SC assists companies in creating and delivering customised employee benefits solutions, including the collection of premiums and communication to fund members.

**The overall purpose of the role**:
**Key Responsibilities**:

- Support the Client Relations Manager in the delivery of client service excellence.
- Actively behave in a manner required to establish, maintain, and advance business and stakeholder relationships.
- Establish and develop relationships with internal and external stakeholders to maintain client satisfaction.
- Provide support to clients on Client portal for all transactions (contributions, claims, statements and reporting).
- Effectively manage client expectations (at fund/employer and member level).
- Monitor SLA’s to prevent / limit breaches.
- Facilitate timeous client reporting.
- Prepare meeting agendas, minutes, feedback and follow-up of action items.
- Prepare new business documents, agenda packs, etc.
- Facilitate the distribution of member benefit statements and updating share-point.

**Key Responsibilities continues**:

- Facilitate the distribution of member projection statements, where applicable.
- Assist clients to meet their legislative obligations.
- Assist clients to meet their obligations in terms of business requirements, with priority given to:

- STeP (assist and support employers)
- Jump (drive employers to submit exits via the portal.
- Member app/web - actively promote members to make use of the Sanlam Portfolio App and Sanlam Online.
- Perform to a high standard and be prepared to develop in the role.
- Undertake additional training as required to fulfil the role.
- Actively participate in internal forums, training, and social events.
- Assistance with requests for additional telephone lines, laptops, etc. which must be processed via the internal SRS system.

**Qualification and Experience**:

- Relevant tertiary financial / investment qualification.
- Certificate of Proficiency will be advantageous.
- Minimum of 5-7 years relevant experience in the Employee Benefits industry, with extensive exposure to retirement fund administration.
- Experience operating at Team Leader level will be advantageous.

**Knowledge and Skills**:

- Knowledge of legislation applicable to the retirement fund industry.
- Understand the retirement fund administration value chain.
- Knowledge of internal workflow systems and Client Portal will be advantageous.
- Proficiency in MS Office (Word, Excel, Powerpoint and Outlook)

**Personal Qualities**:

- **Flexible and Adaptable** - Rebounding from setbacks and adversity when facing difficult situations.
- **Courage** - Stepping up to address difficult issues, saying what needs to be said.
- **Manages Complexity** - Demonstrated ability and proven record to make complex decisions.
- **Ensures Accountability** - Holding self and others accountable to meet commitments.
- **Plans and Aligns** - Planning and prioritizing work to meet commitments aligned to organizational goals.

**Core Competencies**:

- **Cultivates Innovation -** Creating new and better ways for the organization/team/self to be successful.
- **Customer Focus** - Building strong customer relationships and delivering customer-centric solutions.
- **Drives Results** - Consistently achieving results and meeting deadlines, even under tough circumstances.
- **Collaborates** - Building partnerships and working collaboratively with others to meet shared objectives.
- **Care**:

- Ser

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