Client Support Specialist

Overall purpose of the role

To provide overall support to the Client Relations Manager and execute on the day-to-day tasks as required.

Key responsibilities

To support the Client Relations Managers in the delivery of client service excellence.

o Preparation of new business documents, agenda packs, etc.

o Distribution of electronic benefit statements and updating share-point accordingly

o Actively behave in a manner required to establish, maintain, and advance business and stakeholder relationships. Establishes and develop relationships with internal and external stakeholders to maintain client satisfaction.

o Assist clients to meet their obligations in terms of Section 13A by working through monthly unconfirmed lists

o Provide support to clients on Client portal for all transactions (contributions, claims, statements and reporting

o Member app/web – actively promote members to make use of the app/web

o Preparation of meeting agendas and reports and follow-up of action items

o Effective handling and managing of telephone and email queries

o Perform to a high standard and be prepared to develop in the role

o Undertake additional training as required to fulfil the role

o Actively participate in internal forums, training, and social events

o Assistance with requests for additional telephone lines, laptops, etc. which must be processed via the internal SRS system.

Qualifications and experience

• Matric Certification
• Relevant tertiary financial/investment qualification will be advantageous.
• Minimum of 3-5 years' experience in client services
• Minimum of 2- 5 years relevant experience in the Employee Benefits industry
• Good proficiency in Microsoft Office
• Needs to understand, write, and speak fluent English and Afrikaans.

Knowledge and skills

• Knowledge of legislation applicable to the retirement fund industry
• Previous retirement fund experience will be advantageous.
• Certificate of Proficiency will be advantageous.
• Knowledge of internal workflow systems and Client Portal will be advantageous.
• Proficiency in MS Office (Word, Excel, and Outlook)

Personal qualities

• Flexible and Adaptable - Rebounding from setbacks and adversity when facing difficult situations.
• Courage - Stepping up to address difficult issues, saying what needs to be said.
• Manages Complexity - Demonstrated ability and proven record to make complex decisions.
• Ensures Accountability - Holding self and others accountable to meet commitments.
• Plans and Aligns - Planning and prioritizing work to meet commitments aligned to organizational goals.

Core competencies

• Cultivates Innovation by creating new and better ways for the organization to be successful.
• Client Focus - Building strong customer relationships and delivering customer-centric solutions.
• Drives Results - Consistently achieving results and meets deadlines, even under tough circumstances.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Resilience - Rebounding from setbacks and adversity when facing difficult situations.

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

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.