Santam Limited is the largest short-term insurer in South Africa, with a market share in excess of 22%, providing short-term insurance products through broker networks and direct sales channels. The company was established in 1918 and offers personal, commercial, and corporate insurance solutions. Santam is a subsidiary of Sanlam Limited and has been listed ...
Track, monitor and report Sales and CE Quality Assurance findings for new policies sold and/or servicing and retaining existing business.
Review and report on the Quality of Advice provided to the clients during all client-facing interactions in the business (the traditional “QA function”).
Achieve and maintain the required targets on QA samples to be audited (these also include outsource business validations i.e. Homegrown).
Review, analyse, report and take appropriate actions / corrections on all client feedback, including QA findings, Complaints received, (the traditional “Complaints function”), Voice of the customer (VOC) dissatisfaction actions to the Performance Enhancement Coach FLM.
Provide individual training and coaching to client-facing staff based on specific findings, record and document discussion points for improvement monitoring.
Act on all errors incurred during client-facing interactions through a corrective interaction with the client (the traditional “Corrections function”) with the sales / CE Consultant.
Be Co-accountable to define the required client experience in collaboration with the client-facing functions and corrections.
Accountable to escalate non-compliance findings to the Performance Enhancement Coach FLM, Compliance Officer and/or Head of Santam Direct.
Propose further interventions, including coaching, training, to address non-adherence by referring to the relevant line managers for disciplinary action/s to be considered, and monitor that non-adherence interventions are acted on where necessary.
What will make you successful in this role?
Completed Grade 12
Completed RE 5 qualification
NQF Level 4 (Short-Term Insurance Qualification)
Preferably have quality and/or compliance experience in the financial services sector
Minimum 3-5 years’ short -term insurance experience and exposure to short-term insurance Personal products
Skills
Strong administration, systems, process orientation/background
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