Assistant Complaints Officer at Sanlam Group

What will you do?

• Assist Complaint Officers to effectively manage and resolve complaints received in line with guidelines set out in the Sanlam Group Complaint’s Policy 
• Be the voice of the client and liaise with all business units to effectively resolve complaints
• Analytically investigate and respond to all aspects of complaints received
• Effectively communicate and build relationships with all stakeholders (internal and external)
• Accurately record complaints for trend and root cause analysis and reporting
• Pro-actively identify and communicate possible issues to management

Qualifications and experience

• Grade 12 (National Senior Certificate) 
• Higher certificate or Advanced National Certificate in related field
• At least 5 years’ experience in a customer service environment within the Financial Services Industry
• Experience in an employee benefits environment an advantage

Knowledge and skills

• Customer service skills
• Proficient in Microsoft Office; especially Excel and Word
• Sound knowledge of TCF principles
• Excellent interpersonal and communication skills both written and verbal (English, Afrikaans and any African language)
• Critical thinking skills
• Financial services knowledge, and knowledge of legislation applicable to the retirement fund industry will be advantageous 

Personal Attributes

• Communicates effectively - Contributing dependently
• Decision quality - Contributing dependently
• Action orientated - Contributing dependently
• Optimises work processes - Contributing dependently

Core Competencies

• Cultivates innovation - Contributing dependently
• Customer focus - Contributing dependently
• Drives results - Contributing dependently
• Collaborates - Contributing dependently
• Being resilient - Contributing dependently