Client Resolution Consultant

About the Company
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.
Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.
Career Opportunity
The Santam Direct Personal Lines Contact Centre has a position available for a Client Resolution Consultant. The position will be based in Bellville and will report to the Client Resolutions First Line Manager.
**Job Description**:
The Client Resolution Consultant position calls for a person who will support the Direct Contact Centre by investigating complaints, finding the root cause of the complaints, recommend a solution to prevent future complaints and provide concise synopsis and feedback to the complainant or Complaints Manager. The successful incumbent must have a strong sense of customer insight, customer engagement, and seek opportunities to continually improve and enhance services to our customers while resolving their complaints.
Key Responsibilities
Understanding of compliance related regulations and legislation (FAIS, POPIA, STIA, PPR and TCF etc.)

**Handling of the complaints**: social media, CEO and HOD’s enquiries and ombudsman cases within the organisation at all stages.
Work with Complaints Managers, and other Managers to eliminate service failures and resolve complaints within agreed timescales.
Provide detailed analysis to Managers on handling and lessons learnt and influence the future actions of service areas to improve performance, overall customer satisfaction with the complaints process and be part of the reduction of cost of complaints by resolving first time.
Use complaints best practice and ombudsman recommendations to improve future service delivery and liaise with the FLM’s regarding any potential areas for service reviews to take place as agreed by the Complaints Manager.
Engaging customers to share progress and maintain customer interaction.
Engaging FLM’s through regular focus looking at trends and incidents identified through customer insight from the learned outcomes of complaints.
Proactively validate data to enable you to handle complaints efficiently and effectively.
Qualifications and Experience
Grade 12/ Matric Qualification.
RE 5 and FAIS accredited.
Short-term insurance related qualification (NQF 4).
Preferably have Quality Assurance background in the non-life insurance for at least 1 year.
Minimum 5 years non-life insurance experience and exposure in Personal and Commercial Lines products.

**Skills**:Policy Centre Administrative Systems.
Sound understanding of company policies and procedures.
Computer literate (MS Office package)
CRM Case Management.
Avaya QM
Microsoft package (Outlook, Teams and Zoom)
Competencies
Investigative, Attention to detail and Analytical
Problem Solving
Good communication skills
Teamwork and Collaborative
Achieving Personal Work Goals and Objectives
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. Turnaround time
At Santam we are 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. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.