Assistant Complaints Officer
1 week ago
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. What will you do?
Assist Complaint Officers to effectively manage and resolve complaints received, in line with guidelines set out in the Sanlam Group Complaint’s Policy
Be the voice of the client and liaise with all business units to effectively resolve complaints
Analytically investigate and respond to all aspects of complaints received
Effectively communicate and build relationships with all stakeholders (internal and external)
Accurately record complaints for trend and root cause analysis and reporting
Pro-actively identify and communicate possible issues to management Qualification and experience
Grade 12 (National Senior Certificate)
Higher certificate or Advanced National Certificate in related field
At least 5 years’ experience in a customer service environment within the Financial Services Industry
Experience in an employee benefits environment an advantage Knowledge and skills
Customer service skills
Proficient in Microsoft Office; especially Excel and Word
Sound knowledge of TCF principals
Excellent interpersonal and communication skills both written and verbal (English, Afrikaans and any African language)
Critical thinking skills
Financial services knowledge, and knowledge of legislation applicable to the retirement fund industry will be advantageous
Behavioral competencies
Analytical abilities
detailed investigative ability to integrate and analyse information from various sources
rational problem-solving ability
effective communication and interpersonal sensitivity in conflict handling
Strong attention to detail and proactive attitude with a drive to excellence
Ability to work under pressure, with solid time management skills and ability to work independently
Ability to analyse and improve processes
Positive, innovative, energetic, creative and a strong team player
Turnaround time
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