Client Service Consultant: Email Team
2 weeks ago
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?
Responsible for inbound/outbound telephonic communication with client base. Ensures the quality of service exceeds customer expectations and establishes constructive relationships with client base. Utilises IT system accurately and ensures that all queries are answered effectively. Refers calls to appropriate departments only if unable to solve query appropriately. Deals with more complex queries, which often entail amendments to payments made. Provides accurate product information to clients in line with standards and protocols and may have supervisory responsibilities. What will make you successful in this role?
Job purpose
Key outcomes
- Ensuring that the highest level of client service is provided to all clients (internal, IFA’s and investors)
- Assisting clients with investment administration queries
- Providing investment and product information to IFA’s and investors
- Assisting the Call Centre with telephonic enquiries when required
- Involved in ad-hoc client services projects
Qualifications and experience
- Matric / Grade 12
- The relevant financial qualification preferred
- 3 Years finance or investment industry experience essential
- Microsoft CRM experience essential
- Ability to communicate fluently (verbal and written) in both Afrikaans and English
- Willingness to work shifts
Competencies
- Client focused
- Collaborates
- Drive Results
- Cultivate Innovation
- Be Resilient
- Problem solving skills
- Adaptability
- Interpersonal Skills
- Computer Literacy
Attributes
- Positive, enthusiastic attitude
- Teamwork
- Ability to thrive under pressure
- Honesty, integrity and respect
- Ability to adapt to change Qualification and Experience Degree or Diploma or Grade 12 with 3 to 5 years related experience. 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 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 independently Customer focus - Contributing independently Collaborates - Contributing independently Being resilient - Contributing independently Drives results - Contributing independently 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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