Contact Centre Consultant

Who are we? Sanlam Developing Markets [SDM] (a wholly-owned subsidiary of Sanlam Life Limited) is one of the top financial services providers in the South African entry-level and emerging middle market. It aims to understand the unique requirements of clients and offers a wide range of simple and affordable financial solutions that cover needs such as funeral insurance, savings for education, life cover and personal accident plans. In terms of the Sanlam Group Governance Policy, SDM is managed by the SA Retail Mass cluster, which is part of the Sanlam Life and Savings cluster within the Sanlam Group. The cluster focusses on retail products, as well as group schemes. What will you do? Receive client queries and complaints Handling >75 calls per day with an average handling time of 286 seconds ( 65 inbound and 10 outbound minimum) Displaying positive attitude towards stakeholders and colleagues Client queries resolved within agreed timelines Client queries escalated to next level of expertise Improved 1st call resolutions when handling queries Perform operational transactions Ensure that 100% of work(policy information and simple changes) is accurately processed within agreed SLA Achieve > 95% on all evaluation transactions Ensure that work complies with set standards (100% interactions logged timeously and accurately on Athena and Pavlov) Adherence with Contact Centre and HR policies and procedures (Working Hours and Shifts, Leave etc) Adherence to all SOP’s (Inbound, Outbound, Hospital Claim, Death Claim, Policy changes, Non-risk Claims, Complaints etc) 100% attendance of scheduled training on product, process and systems A pass rate of 90% achieved on all product assessments 100% competence on all systems Ensure error rate of 1% on all interactions What will make you successful in this role? Qualification & experience Matric Diploma or Degree is an advantage Knowledge and skills COP is an advantage At least 2 year experience in Contact Centre and Policy Servicing environment preferable within financial sector Computer literacy MS Office Basic Insurance understanding Be able to speak English, Afrikaans and at least 2 other national African languages Product knowledge Competencies Analysing Adapting and responding to change Coping with pressures and setbacks Interpersonal sensitivity Client service orientation Teamwork Decisiveness Pro-activity Listening skills Telephone etiquette Written and verbal communication skills (Speaking knowledge of English, Afrikaans and at least 2 other national African languages) Personal Attributes Communicates effectively - Contributing dependently Decision quality - Contributing dependently Action orientated - Contributing dependently Optimises work processes - Contributing dependently 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 dependently Customer focus - Contributing dependently Collaborates - Contributing dependently Being resilient - Contributing dependently Drives results - Contributing dependently 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.