Contact Centre Consultant at Sanlam Group

Who are we?

Sanlam Developing Markets [SDM] (a wholly-owned subsidiary of Sanlam Life Limited) is one of the top financial services providers in the South African entry-level and emerging middle market. It aims to understand the unique requirements of clients and offers a wide range of simple and affordable financial solutions that cover needs such as funeral insurance, savings for education, life cover and personal accident plans. In terms of the Sanlam Group Governance Policy, SDM is managed by the SA Retail Mass cluster, which is part of the Sanlam Life and Savings cluster within the Sanlam Group. The cluster focusses on retail products, as well as group schemes.

What will you do?

• Receive client queries and complaints
• Handling >75 calls per day with an average handling time of 286 seconds ( 65 inbound and 10 outbound minimum)
• Displaying positive attitude towards stakeholders and colleagues
• Client queries resolved within agreed timelines
• Client queries escalated to next level of expertise
• Improved 1st call resolutions when handling queries
• Perform operational transactions
• Ensure that 100% of work(policy information and simple changes) is accurately processed within agreed SLA
• Handling client emails within the agreed SLA
• Achieve > 95% on all evaluation transactions
• Ensure that work complies with set standards (100% interactions logged timeously and accurately on Athena and Pavlov)
• Adherence with Contact Centre and HR policies and procedures (Working Hours and Shifts, Leave etc)
• Adherence to all SOP’s (Inbound, Outbound, Hospital Claim, Death Claim, Policy changes, Non-risk Claims, Complaints etc)
• 100% attendance of scheduled training on product, process and systems
• A pass rate of 90% achieved on all product assessments
• 100% competence on all systems
• Ensure error rate of 1% on all interactions

What will make you successful in this role?

Qualification & Experience

• Matric
• Diploma or Degree is an advantage

Knowledge And Skills

• COP is an advantage
• At least 2 year experience in Contact Centre and Policy Servicing environment preferable within financial sector
• Computer literacy
• MS Office
• Basic Insurance understanding
• Be able to speak English, Afrikaans and at least 2 other national African languages
• Product knowledge

Competencies

• Analysing
• Adapting and responding to change
• Coping with pressures and setbacks
• Interpersonal sensitivity
• Client service orientation
• Teamwork
• Decisiveness
• Pro-activity
• Listening skills
• Telephone etiquette
• Written and verbal communication skills (Speaking knowledge of English, Afrikaans and at least 2 other national African languages)

Personal Attributes

• Communicates effectively - Contributing dependently
• Decision quality - Contributing dependently
• Action orientated - Contributing dependently
• Optimises work processes - Contributing dependently