Linked Investment Client Services Specia

4 months ago

Johannesburg, South Africa Sanlam Full time

**Who are we?**

Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients’ investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth. Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier.

**What will you do?**
- To build and enhance relationships with all internal and external clients and provide support on product information, internal processes and progress updates relating to Repurchases, New Business, Switches, Transfers & Estates.**Key outcomes**
- The following outcomes will be expected to be achieved by Linked Investments Client Services Specialist- Operations support: Provide operations support against standard operating procedures. Provide support to customers and team as required to ensure team performance on an ongoing basis.
- Compliance and Risk Management: Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards.
- Handle inbound and outbound calls as per the agreed service level agreement (SLA), e.g., talk time, availability, average time to answer, etc. to manage the holding/active client's experience on the call.
- Work on the Outbound Call Report from Siebel system and determine the most appropriate intervals (low call volumes) during the day for conducting outbound calls to ensure less impact on the availability of the telephone lines for inbound calls.
- Log the correct status (e.g. tea break, lunch break, admin status) by each team member on the telephone system (Avaya) in order not to impact the team/panel schedule.
- Provide a system generated Reference Number for all inbound and outbound calls to the client for query tracking and for audit purposes.
- Daily Investment Instructions: Review client investment instructions received via workflow system to ensure compliance to business processing requirements. This involves validation of banking details, signature verification, etc., as well as compliance to regulatory requirements (e.g., Financial Identification Client Act (FICA), Pension Funds Act, and Long-Term Insurance Act).
- Capture or authorize the investment instruction onto the workflow system as per the technical guide and processing manuals within the applicable SLA.
- Relationship Management: Provide regular feedback to stakeholders through various channels to keep the stakeholder informed about the progress relating to the investigation of the case.

**Qualifications and experience**
- Degree/National Diploma (NQF level 6) in Accounting / Banking or equivalent
- 2 - 3 years working experience as a Client Services Consultant or an Administrator in a LISP in a Financial Services Industry

**Competencies**
- Client Focus
- Cultivates Innovation
- Collaborates
- Drives Results
- Being Resilient
- Adhering to Principles and Values
- Excellent Writing and Reporting Skills
- Highly Analytical
- Adapting and Responding to Change

**Attributes**
- Positive, enthusiastic attitude
- Teamwork
- Ability to work under pressure
- Honesty, integrity and respect
- Self-starter and self confidence

**What will make you successful in this role?**

**Qualification and Experience**
- Grade 12 or Diploma with 3 to 4 years related experience.**Knowledge and Skills**
- General Administrative Practices- Risk, debt, MI and budgeting- Logistical and events/meeting co-ordination- Client relationship management**Personal Attributes**
- Interpersonal savvy - Contributing independently- Decision quality - Contributing independently- Action orientated - 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 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**
- Cultivates innovation - Contributing independently- Customer focus - Contributing independently- Drives results - Contributing independently- Collaborates - Contributing independently- Being resilient - Contributing independently**Turnaround time**Our commitment to transformati

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