Ccc: Client Care Representative: Call

**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 cluster is responsible for Sanlam’s retail business in South Africa. SRA 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 a company 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**:

- The Client Care Centre environment is divided into three divisions, a call centre a front of office and an administration division that deals with all other types of communication and correspondence from our customers.
- You will be responsible for providing professional and effective services to brokers, advisors and customers; meeting customer’s expectations, particularly in terms of quality and time-lines in compliance with the company’s standards.
- Effectively deal with all client calls investigating, and ensuring resolution of client policy service enquiries.
- Please note that this is an inbound call centre position.

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

- Matric/Grade 12
- A diploma or degree from a tertiary institution will be an advantage.

**Knowledge and Experience**:

- Must have a minimum of 2 years’ experience operating as a Client Care Representative within the Intermediate skills sets.
- Life insurance telephonic customer service experience.
- Experience in assurance administration.
- Competent with the administration of life covers, retirement annuities, savings plans and investments.
- Ability to communicate effectively in English is a requirement, Afrikaans and any African language will be an advantage.
- Performance (production and quality) must meet the business standards.

**Competencies**:

- Must have great passion for customer services
- Strong communication skills
- Aptitude to identify and solve problems
- Capacity to manage information
- Very good Interpersonal skills
- You must have Integrity and hold respect for others
- Must have effective simultaneously navigating skills on computers/systems while interacting with clients on the phone.

**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**

**Appointments will be made in line with the company’s transformation plan.**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.