Client Solutions Specialist at Sanlam Group

Purpose of the Role

• Distribution of Corporate Employee Benefits and Integration into the broader Sanlam Group.
• Have existing broker relations and contribute to the growth of the broker client base. Be prepared to go out and fetch new business opportunities.
• A growth mindset on new business and being a team player on working with various teams in creating solutions for clients needs.
• To drive large-scale customer and client experience improvement by integrating complaint insights, service performance data, and risk considerations into service standards, retention frameworks, and operating model enhancements.
• Ensures client satisfaction throughout the collections cycle and supports the Ombudsman by communicating with clients regarding escalated complaints, providing service performance updates, and helping maintain positive client relationships during dispute resolution processes.

Overview of Role Responsibilities (Level 1-13)

Customer Service- Level 7 - Optimisation

• Manage a medium-sized customer service area or several customer service sections, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards.

Resolving Customer Issues- Level 7 - Optimisation

• Craft and cascade messaging and next steps for the most commonly raised customer issues. Ensures client satisfaction throughout the collections cycle and supports he Ombudsman by communicating with clients regarding escalated complaints, providing service performance updates, and helping maintain positive client relationships during dispute resolution processes.

Customer Relationship Management (CRM) Data- Level 7 - Optimisation

• Oversee the implementation and maintenance of the CRM system within the area of responsibility, identifying and communicating opportunities for system improvement that may enhance the management of customer relationships.
• Responsible for promoting new and maintaining existing business by serving as a proactive relationship manager for assigned and new accounts with Financial Service Providers (Brokers).
• Coordinates marketing, sales and support services for assigned accounts to enhance existing relationships and develop new ones.
• Establishes and/or develop relationships with firms to secure a preferred or a select sponsor position with that firm.
• Have / maintain relationships with key individuals in Sanlam Corporate that will assist in the sales process.

Product/Service Information- Level 7 - Optimisation

• Speak to advanced features of the product/service that are expected to be delivered later; respond to complex customer questions around the future of the product/service and what the customer can expect.
• Develops and implements annual business plan to promote and maintain business.
• Have / maintain an in-depth knowledge of products / product houses within Sanlam Corporate and develop / maintain a thorough understanding of products / services within the Sanlam Group.
• Have / maintain an in-depth knowledge of competitors in the market.
• Have / maintain a thorough understanding of applicable legislation affecting Sanlam Corporate products and services.

Customer Relationship Management / Account Management- Level 7 - Optimisation

• Develop and implement relationship management plans for complex existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Manage ongoing relationships with identified customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.
• Communication and client relations is key.
• Responds to inquiries and resolves problems of a complex nature.
• Have the ability to manage sales targets and achieve those targets over a reasonable period.
• Develop interpersonal relationships within Client Solutions to ensure sound team dynamics.

Required Skills

Builds Customer Loyalty - Advanced

• Works at an advanced level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works independently and provides guidance.

Masters Service Conversations - Advanced

• Works at an advanced level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works independently and provides guidance.

Strengthens Customer Connections - Advanced

• Works at an advanced level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works independently and provides guidance.

Navigates Customer Challenges - Advanced

• Works at an advanced level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works independently and provides guidance.

Customer Service Delivery - Advanced

• Works at an advanced level to deliver required services to customers to the required standards. Typically works independently and provides guidance.

Maintains the Relationship - Advanced

• Works at an advanced level to cultivate and sustain positive interpersonal connections, fostering trust, collaboration, and effective communication to support enduring professional relationships. Typically works independently and provides guidance.

General Experience

• Minimum of 5 years relevant experience in the Employee Benefits industry and previous or existing sales/client relations role.
• Client and stakeholder relations

Managerial Experience

Education

• Tertiary Qualification

Required Behavioural Competencies

• Builds Networks
• Communicates Effectively
• Customer Focus
• Manages Complexity
• Ensures Accountability
• Interpersonal Savvy