Service Consultant at Santam Insurance

Job description

Position Description

A position has become available for Service Consultant who will be based in the Broker Services North, Free State north region at the Bethlehem office.

The purpose of this position is to provide support to the Relationship Management function and is responsible for delivering quality service to customers, who could be either internal or external to Santam (including brokers, customers, partners and suppliers). The successful incumbent will provide support to address customer, needs, concerns and issues.

Key Responsibilities

• Provide customer service to customers requiring special attention
• Serve as first line of contact for customer queries
• Communicate with stakeholders to provide information, feedback and follow through on customer queries and / or instructions to team
• Address unusual and non-standard customer issues
• Task related decision making within set policies and procedures
• Prepare and collate broker pack BS Optima
• Schedule appointments on request
• Manage e-mails via proxy
• Assist with logistics and events and broker forum management
• Manage office contracts e.g. cleaning etc.
• Provide reception services
• Manage stationery supplies and banking duties
• Direct brokers to deal with correct channels
• Monthly management cost analysis – variance reporting
• Compile broker training lists and sends to training and facilitates ad hoc requests
• Travel booking for team
• Administrative support for team

Minimum Requirements

• Grade 12 or Matric
• FAIS compliance (60 credits Commercial Lines and 30 credits Personal Lines/150)
• RE 1
• Commercial Lines and Personal Lines Contact Centre experience

Knowledge and Skills:

• Familiar with Excel, Word basic, Qlkview, Intranet
• Detailed understanding and knowledge of Santam process
• Thorough understanding of all relevant customer support systems and processes related to all products

Competencies

• Analytical thinking
• Information seeking
• Drive for results
• Initiative
• Emotional self-control
• Customer service orientation