Contact Centre Agent - Centurion at Sanlam Group

Who are we?

• Sanlam Corporate Cluster comprises of the two existing businesses - Sanlam Employee Benefits (SEB) and Sanlam Health Management (SHM) and the soon to be established Sanlam Corporate Solutions. These businesses enhance our corporate business offering through providing integrated solutions for corporate clients both in South Africa and across the African continent by providing tailored solutions to targeted corporates.  SEB CORE specializes in retirement fund administration to institutional retirement funds spread over a number of industries and services from large single employer run stand-alone funds to multi-employer umbrella funds. This business unit is also responsible for ongoing client servicing ranging from board of Trustees, Employers, Intermediaries and Employees. It is also responsible for the IT deliverables and digital strategy for Sanlam Employee Benefits. 

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 realise their worth. Through its four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

What will you do?

• Responsible for inbound/outbound telephonic communication with client base. Ensures the quality of service exceeds customer expectations and establishes constructive relationships with client base. Utilises IT system accurately and ensures that all queries are answered effectively. Refers calls to appropriate departments only if unable to solve query appropriately. Deals with more complex queries, which often entail amendments to payments made. Provides accurate product information to clients in line with standards and protocols and may have supervisory responsibilities.

• Effective servicing clients via telephone, mail and walk-in interactions with all retirement fund administrative matters
• Adhering to the implemented processes, policies and procedures and keeping to all Service Level Agreements
• Handling of general information requests from clients in a professional, effective and efficient manner
• Nurture and build strong relationships with internal and external clients
• Updating of member information accurately on system
• Outbound dialing will be required dependent on project specific tasks
• Support and contribute towards the Sanlam Digital Strategy

Qualification & Experience

• Matric/Grade 12
• Experience in a customer centric environment
• Knowledge of Financial Services would be advantageous
• Computer literate with proficiency in Microsoft Office (word, excel and Outlook)
• Competency in an African language

Knowledge and Skills

• Excellent interpersonal and written and verbal communication skills, especially telephone etiquette
• Drive towards client services
• Conceptual thinking skills with an ability to interpret business processes
• Able to handle difficult clients and resolve client matters
• Self-motivated with a strong focus on delivery
• Positive, innovative, energetic and a strong team player
• Able to work fast and accurate under pressure
• Client focused with good interpersonal skills
• Flexible and able to adapt to change
• Diligence and attention to detail

Core Competencies

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

Turnaround time

• The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

The Sanlam Group is committed to achieving transformation and embraces diversity.  This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa.  The Group's Employment Equity plan and targets will be considered as part of the selection process.