Intermediary Support Assistant: Retentions Specialist: SanlamConnect East Coast : Umhlanga at Sanlam Group

What will you do?

• This is an administrative support position that reports directly to an Operations Manager in the region.The ISA role is there to render support and administration to Sanlam intermediaries and regional sales management.
• A client retention specialist's job is to work with clients and intermediaries to increase brand loyalty and revenue. In particular, client retention specialists focus on retaining existing businesses by delighting customers and finding solutions.
• Client retention refers to a company's ability to turn customers into repeat buyers and prevent them from switching to a competitor. It indicates whether your product and the quality of your service pleases your existing customers.
• Negotiate with clients to renew contracts and retain business.
• Address client concerns and provide solutions to continuously improve retention. 
• Proactively contact active clients to enhance customer retention and provide support to intermediaries
• Build positive working relationships with intermediaries and with clients for repeat businesses.
• Ensure a high level of client satisfaction through proactive support and active listening
• Provide internal feedback on how to improve client retention
• Analyse client account trends to continuously improve retention.
• Assist with other administrative tasks as needed

What will make you successful in this role?
Qualification & experience 

• Grade 12 or equivalent qualification
• A relevant tertiary qualification would be advantageous 

Knowledge and skills 

• A minimum of 2 years relevant administrative experience within the financial services industry is preferred  
• Prior experience in client support, resolution or client contact Centre experience will be beneficial
• Insurance product experience and knowledge of relevant quotation processes and systems is preferred

Personal qualities 

• Excellent customer service skills.
• Strong conflict resolution skills.
• In-depth knowledge of sales and marketing knowledge.
• Ability to remain calm and professional in stressful situations.
• Advanced communication and interpersonal skills.
• Empathy and patience.
• Cultivates Innovation
• Client Centricity 
• Drives Results
• Collaborates
• Flexibility and Adaptability
• Plans and Aligns
• Communicates Effectively
• Action Oriented
• Optimizes Work Processes
• Treating Customers Fairly

The closing date for applications is 29 June 2026.