Client Care Representative: Intermediate Skill Set 3 at Sanlam Group

What will you do?

The Sanlam Retail Affluent (SRA) cluster is responsible for Sanlam’s retail business in South Africa. SPF provides clients across different market segments (entry-level, middle-income, affluent, professional market and business owners) with a comprehensive range of appropriate and competitive financial solutions. These include traditional life insurance risk and savings products, investment, retirement, health and fiduciary services. Designed to facilitate long-term wealth creation, protection and niche financing, these solutions are engineered around client needs. 

As a company we believe in creating and cultivating a positive, energised working environment that gives you every opportunity to achieve success. Sanlam is committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.

What will make you successful in this role?

Job Purpose:
Output/Core Tasks:

•    Process all client’s requests within the appropriate Service Level Agreement.
•   Servicing of client’s policy needs and requirements.
•   Provides Immediate resolution of requests in a quality manner to ensure client satisfaction. 
•   Communicates completion of cases to clients/intermediaries and management by telephone and or in writing.
•    Amend and change client policy records by:  
  • altering premiums on clients’ policies 
  •  providing statements to clients 
  •  assisting with payout enquires 
  •   generating new leads 
  •   altering quotations of clients’ policies
  •   action client’s requests on the wealth bonus portal 

Role Requirements:

Qualifications:

•  Matric/Grade 12
• Relevant business degree/diploma from a well-recognised institution will be an advantage.  

Knowledge and Experience: 

•   A minimum of 2 years’ experience in policy services administration operating as a Client Care Representative within the Intermediate Skills Sets.   
• Experience in altering premiums on clients’ policies, providing statements to clients, assisting with payout enquires, generating new leads, altering of quotations of clients’ policies will be highly recommended.
•  Quality and Production must be above the acceptable business performance.  standard.

Competencies:

•  Client Service orientation
•  Decision making and problem-solving skills
•  Interpretation and reasoning skills
•  Analytical abilities

Knowledge and Skills

• Customer Service
• Team Support
• Administration
• Quality, compliance and accreditation

Personal Attributes

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