Contact Centre Consultant

1 month ago

Johannesburg, 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. What will you do?

Receive client queries and complaints
Handling >75 calls per day with an average handling time of 286 seconds ( 65 inbound and 10 outbound minimum)
Displaying positive attitude towards stakeholders and colleagues
Client queries resolved within agreed timelines
Client queries escalated to next level of expertise
Improved 1st call resolutions when handling queries
Perform operational transactions
Ensure that 100% of work(policy information and simple changes) is accurately processed within agreed SLA
Achieve > 95% on all evaluation transactions
Ensure that work complies with set standards (100% interactions logged timeously and accurately on Athena and Pavlov)
Adherence with Contact Centre and HR policies and procedures (Working Hours and Shifts, Leave etc)
Adherence to all SOP’s (Inbound, Outbound, Hospital Claim, Death Claim, Policy changes, Non-risk Claims, Complaints etc)
100% attendance of scheduled training on product, process and systems
A pass rate of 90% achieved on all product assessments
100% competence on all systems
Ensure error rate of 1% on all interactions
What will make you successful in this role?

Qualification & experience
Matric
Diploma or Degree is an advantage

Knowledge and skills
COP is an advantage
At least 2 year experience in Contact Centre and Policy Servicing environment preferable within financial sector
Computer literacy
MS Office
Basic Insurance understanding
Be able to speak English, Afrikaans and at least 2 other national African languages
Product knowledge

Competencies
Analysing
Adapting and responding to change
Coping with pressures and setbacks
Interpersonal sensitivity
Client service orientation
Teamwork
Decisiveness
Pro-activity
Listening skills
Telephone etiquette
Written and verbal communication skills (Speaking knowledge of English, Afrikaans and at least 2 other national African languages) Personal Attributes Communicates effectively - Contributing dependently Decision quality - Contributing dependently Action orientated - Contributing dependently Optimises work processes - Contributing dependently 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. Core Competencies Cultivates innovation - Contributing dependently Customer focus - Contributing dependently Collaborates - Contributing dependently Being resilient - Contributing dependently Drives results - Contributing dependently 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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