Support Specialist Ss5 and Ss6

3 weeks ago

Bellville, South Africa Sanlam Full time

**Who are we?**

The Sanlam Retail Affluent business (SRA) is dedicated to empower South Africans in the middle
- and upper-income segments to be financially confident, secure and prosperous. With deep client understanding and a focus on excellence in technology, client and intermediary experiences, SRA delivers financial solutions including comprehensive financial planning, life
- and disability insurance, credit solutions, savings and investments, retirement and fiduciary services that can be accessed through various platforms.

**What will you do?**
- The Sanlam Retail Affluent (SRA) cluster is responsible for Sanlam’s retail business in South Africa. SPF 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 we Live in Confidence 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**:

- Handle activities received electronically from various sources, predominantly the Client Care Mail Centre
- Handle telephonic enquiries from the Client Care Representatives
- Take over complex and complaint calls from the Client Care Representatives
- Complete complex and exceptional cases that require a specialist level of knowledge in policy services.
- Offer product information to clients and intermediaries
- Communicates completion of complaint cases to clients/management by telephone and/or in writing
- Support Client Care Representatives and First Line Managers in his/her area of expertise

**Role Requirements**:
**Qualifications**:

- Matric/Grade 12

**Knowledge and Experience**:

- A minimum of 3 years in policy service administration operating as a Client Care Representative: Intermediate (SS5 and SS6) or as a Client Care Representative: Call (Blended for Skills Set 5 and 6).
- Employees who have been Client Care Representative: Intermediate with background in exit transactions for a minimum of 2 years will be considered.
- Working knowledge and experience of both Telephone and Policy Services Administration is an advantage.
- Proven experience in dealing with high level and complex enquiries will be an advantage.
- Quality and Production must meet the acceptable business performance standard.

**Competencies**:

- Client Service orientation
- Decision making skills
- Analytical abilities
- Interpersonal sensitivity
- Ability to work under pressure
- Conflict resolution
- Communication skills in English and any African Language
- Appointments will be made in line with the company’s transformation plan.**Knowledge and Skills**
- Customer Service- Administration- Quality, compliance and accreditation- Team Support**Personal Attributes**
- Communicates effectively - Contributing independently- Action orientated - Contributing independently- Situational adaptability - 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- Collaborates - Contributing independently- Being resilient - Contributing independently- Drives results - Contributing independently**Turnaround time**

**_ Should you not hear from us 4 weeks after the closing date _**
**_(31 January 2024),_**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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