Client Service Consultant Operations

3 months ago

Cape Town, South Africa Sanlam Full time

Who are we?

Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients’ investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth. Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier.

Job Purpose

The Client Service Consultant Operations will be responsible for the capturing of investment related instructions received from various stake holders accurately and timeously and thus contributing to the high standard of quality and service delivery by Glacier, as well as providing excellent client services to all stakeholders at all times. 

Key Outcomes

The following outcomes will be expected to be achieved by the Client Service Consultant Operations:

Verifying of Instructions received from various stakeholders

Ensuring all instructions received comply with the business rules and legal regulations  Liaising with all relevant role players . intermediaries / clients / broker consultants, etc. to obtain any outstanding information / documentation or to clarify instructions received Inform the relevant role players via telephonic contact or email in order to keep them updated on the progress of instructions received  Ensure that Workflow system is updated at all times with progress

Capturing of Instructions 

Capture all valid instructions received timeously and accurately on our processing system 

Reporting 

Ensure that you report suspicious activities timeously to the relevant Departments Reporting of service failures to the relevant Support Manager

Technical Care

Training will be a combination of classroom and self-study and you must attend all sessions and complete the relevant assignments within the agreed timeframe Pass all your In-House Product and Process Assessments  Ensure that you have a technical understanding of all Glacier’s offerings and the ability to apply that understanding to daily outputs Liaise with Compliance / Legal on cases where FICA and Business requirements are complex and report back to the Team and document the scenario and outcome 

Protecting the Glacier Brand and building relationships 

Play a key role in fostering positive client relationships and the retention of clients Build and establish relationships with internal departments to enhance organisational effectiveness and efficiency Active participation in the business’s continuous improvement by identifying and proposing solutions to process and service-related failures 

Adhoc tasks

Client service project involvement as required  Resolving queries received from various stake holders timeously  Assist any processing department where assistance is required 

Qualifications and Experience

⦁ The Client Services Consultant role is an opportunity designed for recent graduates with under 2 years of work experience
⦁ Relevant tertiary qualification
⦁ Linked Investment Service Provider experience (Advantageous)

Skills and Competencies

⦁ Growth mindset and resilience
⦁ Performance-driven individual who thrives on challenges
⦁ High adaptability and agility
⦁ Strong focus on client needs with empathy and client-centricity
⦁ Exceptional verbal and written communication skills
⦁ Ability to handle complexity and high-pressure environments
⦁ Analytical thinking, attention to detail, and problem-solving abilities
⦁ Genuine passion for people and commitment to service excellence
⦁ Dedication to building meaningful client relationships
⦁ Willingness to work flexibly, including overtime, to meet client and business demands
⦁ Strong commitment to honesty, integrity, and respect
⦁ Positive, enthusiastic, can-do attitude
⦁ Ability to thrive both independently and within a team environment

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.

Turnaround time

Closing date: 5 September 2024

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. 

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