Client Service Consultant: Email Team

2 weeks 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.

What will you do?

Responsible for inbound/outbound telephonic communication with client base. Ensures the quality of service exceeds customer expectations and establishes constructive relationships with client base. Utilises IT system accurately and ensures that all queries are answered effectively. Refers calls to appropriate departments only if unable to solve query appropriately. Deals with more complex queries, which often entail amendments to payments made. Provides accurate product information to clients in line with standards and protocols and may have supervisory responsibilities.

What will make you successful in this role?

Job purpose 

To be responsible for all client contact (e-mail, telephonic, and walk-in).

Key outcomes

The following outcomes will be expected to be achieved by the Client Services Consultant: Email Team 

• Ensuring that the highest level of client service is provided to all clients (internal, IFA’s and investors)
• Assisting clients with investment administration queries
• Providing investment and product information to IFA’s and investors
• Assisting the Call Centre with telephonic enquiries when required
• Involved in ad-hoc client services projects

Qualifications and experience

• Matric / Grade 12
• The relevant financial qualification preferred
• 3 Years finance or investment industry experience essential
• Microsoft CRM experience essential
• Ability to communicate fluently (verbal and written) in both Afrikaans and English
• Willingness to work shifts

Competencies

• Client focused
• Collaborates
• Drive Results
• Cultivate Innovation
• Be Resilient
• Problem solving skills
• Adaptability
• Interpersonal Skills
• Computer Literacy

Attributes

• Positive, enthusiastic attitude
• Teamwork
• Ability to thrive under pressure
• Honesty, integrity and respect
• Ability to adapt to change

To apply

Please submit your application by 24 April 2024.

Qualification and Experience

Degree or Diploma or Grade 12 with 3 to 5 years related experience.

Knowledge and Skills

Customer ServiceAdministrationQuality, compliance and accreditationTeam Support

Personal Attributes

Communicates effectively - Contributing independentlyAction orientated - Contributing independentlySituational adaptability - Contributing independentlyOptimises 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 independentlyCustomer focus - Contributing independentlyCollaborates - Contributing independentlyBeing resilient - Contributing independentlyDrives results - Contributing independently

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. 

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