Complaints Specialist at Sanlam Group

What will you do?
 

• Customer relationships/handling of high-level after sales service complaints for SDM Products
• Identify client needs and resolve client complaints within agreed SLAs
• Investigation of complaints regarding SDM products, policy services, and advice
• Conduct telephone conversations as well as personal interviews with clients to investigate the complaints
• Draft responses and communicate decisions to intermediaries, management, clients, and other stakeholders (Ombudsman, PFA, FSCA, media, attorneys, etc.)
• Effective and efficient after sales service, as measured by voice of client surveys
• Make decisions on non-standard issues taking all TCF principles into account as well as business requirements
• Implement settlement agreements to resolve complaints
• Complaint investigations and drafting of preliminary determinations for the Sanlam Arbitrator

Reporting on trends from complaints 

• Identify trends on types of complaints received and update the complaints register and workflow Conduct root cause analysis and provide feedback to the relevant department on all processes to curb complaints occurrence 
• Influence Product Providers and Business processes to support integrated quality service, products, and fair treatment of clients
• Pro-active problem identification
• Ensure that the complaints register is updated daily with all the relevant fields

Communication

• Communicate relevant feedback to complainants and external complaints resolution authorities and other stakeholders within agreed timelines.
• Communication with the Ombudsman’s offices and other third-party complainants
• Personal, telephonic, and written interactions with complainants, authorities, and senior management.

Innovations

1. Continuous, proactive improvement and optimisation of processes, products, and procedures

Qualification and Experience
 

• Matric
• Relevant Diploma or Degree 
• At least 3 years of complaints handling experience
• Advice accreditation (CFP license) will be a recommendation
• Re5 certificate will be an advantage 

Knowledge and Skills

• Policy Services / Values / Products and Renewals on a specialist level.
• Effective communication skills (verbal and written). 
• Communication on complaints outcomes - telephonic, mail, and personal interviews
• Product Providers/ Services knowledge
• Drafting and writing manual technical letters or handling technical complaints
• Knowledge of Client Experience principles
• Complaint’s handling 
• Financial services/industry knowledge.
• Knowledge of relevant legislation and regulations (Pension Funds, Long Term Insurance, and FAIS).
• Broad knowledge of the businesses in Sanlam and its interrelationship.
• Marketing, sales, and sales process knowledge
• Ombudsman Processes and Procedures

Personal Atrributes

• Analytical thinking 
• Problem-solving
• Customer service, TCF
• Communication skills
• Building and maintaining relationships
• Influencing
• Innovative thinking
• Continuous learning
• Negotiation skills
• Decision making
• Results driven