Specialist SS8 (JG:7/8) at Sanlam Group

What will you do?
The Sanlam Retail Affluent (SRA) cluster is responsible for Sanlam’s retail business in South Africa. SPF provides clients across different market segments (entry-level, middle-income, affluent, professional market and business owners) with a comprehensive range of appropriate and competitive financial solutions. These include traditional life insurance risk and savings products, investment, retirement, health and fiduciary services. Designed to facilitate long-term wealth creation, protection and niche financing, these solutions are engineered around client needs. 

As we Live in Confidence™ we believe in creating and cultivating a positive, energised working environment that gives you every opportunity to achieve success. Sanlam is committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.
What will make you successful in this role?

Job Purpose:
Output/Core Tasks:

• Administers cases electronically from various sources on a Specialist e-mail queue for skill set 8.
• Handles requests for urgent call backs to clients where the Client Care Representative: Call centre agents were not able to get through to the Support Specialist line for Skill Set 8. 
• Completes complex or exceptional cases that require a specialist level of knowledge in policy services. 
• Offers product information to clients.  
• Compiles complex values explanations. 
• Communicates completion of cases to clients/management by telephone and/or in writing.

Role Requirements:
Qualifications:

• Matric/Grade 12

Knowledge and Experience: 

• Must have a minimum of 3 years policy services administration experience within Business Shared Services operating as a Client Care Representative: Intermediate or as a Client Care Representative: Call agent.  
• Experience as a Specialist is highly recommended. 
• Working knowledge and experience of Policy Services Administration - procedures, transactions, legislation and products (Legacy and Stratus).
• Experience in dealing with high level risk/complex events is highly recommended.
• Quality and Production must be above the acceptable business performance standard.

Competencies:

• Client Service orientation
• Decision making and problem-solving skills
• Interpretation and reasoning skills
• Analytical abilities
• Interpersonal sensitivity
• Ability to work under pressure
• Communication skills in English and any African Language

Knowledge and Skills

• Customer Service
• Administration
• Quality, compliance and accreditation
• Team Support