Resolution Officer

Career Opportunity
Santam Direct Contact Centre has a position available for a Resolution Officer. The position will be base in Bellville, Cape Town.
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.
**Job Description**:
The main purpose of the position is to provide support to the Direct Business by managing all compliance and risk management processes, policies and practices.
Key Responsibilities
Voice of Experiences monitoring & improvements
- The objective is to ensure complaints and service failures are resolved, satisfactorily against the client’s request and in accordance with the policy contract. -The expectation is for this role/resource to monitor, analyse and recommend improvements of gaps identified through reporting on VoX results.

Process and SOP updates through gap analysis against Process Control Manual
- The objective is to ensure error cause removal through the identification of Process, including SOP-failures - which needs to be updated by the Performance Enhancement FLM in collaboration with Business Optimization and Loss ratio-team. -The expectation of this role is to highlight these updates in a structured manner, SOP-updates for consideration as example, with their line Manager (PE-FLM) - for publication.

QA scores disputed
- The objective is for the Resolution Offer to assist FLM’s with the Dispute Process. Once the FLM investigated, the findings are to be shared/discussed with the Resolution Officer, to vet against the Process Control Manager. If valid, the Resolution Officer is to sign-off and let the PE-FLM have for updating of the scores. -The expectation of this role in these instances too is to highlight Process of SOP-gaps in a structured manner, for the PE-FLM to ensure updating - and publication.

Qualification and Experience
Matric/ Grade 12
RE 5 Qualification and Fais accredited
NQF Level 4 (Short-Term Insurance Qualification)
Quality and/or Compliance experience in the financial services sector
Minimum 5 years’ short -term insurance experience in both Sales and Service Contact Centres and exposure to short-term insurance Personal and Commercial products
Experience working in high paced Contact Centre environment
Competencies
Analytical thinking
Information seeking
Drive for results
Initiative
Emotional self-control
Customer service orientation

**Skills**:Strong administration, systems, process orientation/background
Computer literate (MS Office package)
Analytical and thorough/detail inclined
Investigative
Process orientated (reports and mini audits)
Good communication skills
Coaching and development of staff
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.