Client Support Specialist at Sanlam Group

Under general supervision, performs a limited variety of clerical duties for functional groups involving compiling and arranging data, making standard computations, processing and coding documents and maintaining records and files. Routines are generally prescribed and supervision is readily available. Responsible to manage the client service function according to agreed standards. Ensures that all customer queries are dealt with in an efficient manner and provides a high level of service to promote the organisation’s products and services. Conflict resolution and problem solving are necessary characteristics. The incumbent may provide the service internally or externally. May have supervisory responsibilities.

Key Responsibilities

• To support the Client Relations Managers in the delivery of client service excellence.
• Actively behave in a manner required to establish, maintain and advance business and stakeholder relationships
• Effectively manage client expectations (at fund and member level)
• Monitor SLA’s to prevent/limit breaches
• Arrange appointments with clients and other relevant stakeholders/parties
• Prepare meeting agendas, minutes, feedback and follow-up of action items
• Facilitate timeous client reporting
• Effective handling of telephonic and email queries
• Effective handling of complaints
• Assist clients to meet their legislative obligations
• Assist clients to meet their obligations in terms of business requirements
• STeP (assist and support employers)
• Jump (drive employers to submit exits via the portal)
• My retirement app - actively promote members to make use of the member app
• Facilitate the distribution of member benefit statements, where applicable
• Facilitate the distribution of member projection statements, where applicable
• Preparation of new business documents, agenda packs, etc., where applicable
• Perform to a high standard and be prepared to develop in the role
• Undertake additional training, as required, to fulfill the role
• Actively participate in internal forums, training and social events
• Assist with requests for the team which must be processed via the internal SRS system

What will make you successful in this role?

• Relevant tertiary financial/investment qualification
• Certificate of Proficiency will be advantageous
• Minimum of 5 - 7 years relevant experience in the Employee Benefits industry
• Experience operating at a Team Leader level

Qualification And Experience

• Degree or Diploma with up to 5 - 7 years related experience.

Knowledge And Skills

• Knowledge of legislation applicable to the retirement fund industry
• Understand the retirement fund administration value chain
• Proficiency in MS Office (Word, Excel, Powerpoint and Outlook)

Personal Qualities

• Responsible with a high level of accountability
• Excellent interpersonal and communication (written and verbal) skills
• Client focus
• Professional profile
• Excellent report writing skills
• Effective time management skills
• Process orientated
• Self-motivated with a strong focus on delivery
• Conceptual thinking skills
• Must be able to work under pressure
• Team player
• Innovative thinker with good problem-solving skills
• Flexible
• Able to adapt to change