Client Service Consultant at Sanlam Group

What will you do?

This is an administration position that reports to the Team Leader:  Customer Service. The role is responsible to provide customer centric service engagement (both inbound and outbound) for MWL policyholders post sale. This would include aspects relating to policy changes/amendments, premium changes, general queries, billing/collection changes, claims notifications, cuddle calls etc.  

Key responsibilities include:

• Undertake inbound and outbound phone calls/emails to resolve client requests/queries in a professional and client centric manner within prescribed SLA targets, including:

Policy changes:

• Process requests to make changes to exiting policies including:
• Errors on the policy from the sales call (i.e.: name spelling etc)
• beneficiary change
• name change (marriage/divorce)
• renewal queries
• bank account changes
• address changes
• changes in premiums/cover (increases or decreases)
• Request supporting documentation from clients as needed for requests (i.e.: marriage certificates, new address verification etc)
• For all the above engage the client with verification/compliance questions to ensure proper process.  Verify all email requests by phoning the client confirm instructions.  
• For increases in cover/premiums, ask client required medical questions, and if there are anomalies refer the request to Underwriting department for confirmation.
• Accurately capture client information /update all actions on TE as well as Google Docs.  

Billing and collections 

• Process requests to change premium collection dates.
• Transition clients to Debitec in line with new regulations
• Process Persal Mandates.  Phone clients and discuss process/requirements with clients.  Register mandate on TE for collection.  Notify/liaise with Q-link as needed on changes.  

Claims notifications

• On receipt of claims from clients, engage clients to complete the claims notification form (questionnaire).  Send completed form to Claims Department for processing
• If any anomalies emerge from the competing of the claims questions with clients, refer directly to Clams Department to take further with client.

Cuddle calls

• Undertake courtesy service phone calls to all new clients once they have bought a policy to verify the following
• Welcoming message
• Confirm all personal details to be correct
• Collection dates, premiums, banking details etc
• Any questions or concerns the client may have.  
• Update all calls on TE as well as Google Docs

What will make you successful in this role?

Qualification & experience 

• Grade 12 
• Experience in client service, administration.
• Preferably financial services administration experience
   

Knowledge and skills 

IT:

• MS: Office (Excel, Word, Outlook)
• Thought Express
• Google Docs
   

Business:

• Financial services industry knowledge (basic)
• Financial services product knowledge (MiWayLife)~ (basic)
• Policy/contract knowledge (basic)
• Billing and collections (bank and Q-link processes)
• Claims and underwriting processes ~ (basic)
• Client centricity practices
• Client service and administration processes for existing policies
• SLA and quality standards

Personal attributes 

• Client service and centricity orientation
• Good communicator (phone and written)
• Quality orientation/attention to detail
• Problem solver
• Able to deal with conflict/difficult people in a professional manner
• Planning and organising orientation 
• Action orientated

 
Qualification and Experience

• Degree or Diploma or Grade 12 with 1 to 2 years related experience.
• 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
• 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 realize their worth. 

Core Competencies

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

Turnaround time

Due date for applications:  
The closing date for applications is 25 June 2021.

Please note that the recruiter reserves the right to withdraw the advertisement prior to the closing date, or to allow for further applications to be submitted after the closing date indicated.  

Turnaround times

• The time taken to complete this process depends on how far you progress and the availability of managers.  

Our commitment to transformation

• MiWayLife is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. 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.