Fresh Openings at Sanlam Group

What will you do?

• Responsible for contacting clients according to specified campaigns and scripts to query outstanding payments and escalate to the next level of collection if required.  
• May provide customers with essential and  information regarding products and services.
• Predictive dialling may be used when contacting the client.  
• Provides quality service to external and internal customers by ensuring accuracy in recording of data.

Minimum Qualification Required

• Regulatory Exam (RE 5)
• Commercial FAIS credits
• Matric / NQF 4

Minimum Experience

• Minimum 3 years Business / Commercial Insurance background 
• 3 years Inbound/Outbound call centre experience. 
• Multimark III proficient  

Deliverables include, but will not be limited to

• Consistently writing R125 0000 GWP plus a month 
• Consistently achieving a Lead – Quote conversion rate above 65%
• Consistently achieving a Quote - Sale conversion rate above 35%
• Achieve minimum quality score of 90%
• Data accuracy score of 90% 

Competencies Required

• Self-managed
• Good performance track record
• Well spoken
• Active listening skills
• Self-motivated
• Good Time and Attendance record
• Quality orientated with great track record
• Must be highly proficient in dealing with clients at all levels
• Professional
• Ability to multi-task and cope under pressure
• Team player
• Problem analysis and problem solving

Knowledge and Skills

• Undertake Outbound Tele-Sales
• Service inbound client queries, requests
• Administration and processing
• Quality, Compliance and Accreditation

Personal Attributes

• Communicates effectively - Contributing dependently
• Situational adaptability - Contributing dependently
• Action orientated - Contributing dependently
• Persuades - Contributing dependently

DEADLINE TO APPLY: 4 July 2025

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What will you do?

To promote Sanlam Retail Mass (SRM)’s products and increase market share through:

• Providing sound financial advice and a high level of client service in a Branch context.
• Creating opportunities for client optimisation and cross selling of value-added products

What will make you successful in this role?

Sales Delivery:

• Gain and maintain an in-depth understanding of SRM product ranges.
• Gain an understanding of the customer’s needs, financial goals and means, and provide the right product (or selection of products) that will satisfy the goals of the customer in the best and most affordable way possible.
• Continuously update and inform customers of new products, or changes in existing products. Manage, review, and incorporate the implications of product changes on the customer’s portfolio accordingly.
• Validate client details in line with product and regulatory requirements. Submit new business through the right channels.
• Conduct due diligence on clients to identify and flag risks.
• Manage own capacity to ensure daily appointments are being prioritised while allowing time for and capitalising on walk-in / non-appointment clients.

In-branch Client Service and Client Retention:

• Responsible for servicing and managing all client profiles to ensure clients remain on the books.
• Send payment reminders, conduct follow-ups, and remain in contact to address potential queries or to provide support.
• Manage and report on NTUs (clients Not Taken Up) by putting controls in place, and taking corrective actions where required.
• Manage persistency of client payments in favour of both the branch and the client.
• Gain insight into client risk profiles to proactively identify where support will be required.
• Consult with clients on alternative payment arrangements and ensure it gets processed through and noted on the right platforms.

Responsible for in-branch servicing in line with client experience standards:

• Apply product knowledge to accurately guide clients through policy cancellations and provide alternative options.
• Resolve various types of client queries in the branch as far as possible or escalate queries to the right stakeholders by using the existing escalation framework. Follow up on the status and continuously provide feedback to the client.

Quality, Compliance and Continuous Development:

• Remain up to date with and continuously adhere to compliance and quality standards.
• Keep up to date with own registration, product knowledge and maintenance of own CPD points.
• Identify risks and flag potentially fraudulent activities.
• Keep and store relevant records of advice.
• Log all activities as per regulations and standard operating procedures, and provide data to relevant stakeholders to inform reporting and decision making

Monthly Planning and Reporting:

• Responsible for reporting on activities daily, through using relevant technology platforms.
• Collate data on activities to deliver on weekly and monthly reporting deadlines.
• Perform any ad-hoc requirements as requested by the Retail Branch Manager

Qualification and Experience:

• 1-year experience in a sales or marketing capacity
• Experience within insurance branches an advantage
• Matric (Grade 12)
• RE5 advantageous
• FAIS Compliant (Wealth Management) as per DOFA requirements.
• Class of Business training (to be completed within 12-months of employment

Knowledge and Skills

• Broker Support
• Administration and processing of new and existing business
• Business Building
• Partnership Building
• Coach and develop others

Personal Attributes

• Business insight - Contributing independently
• Decision quality - Contributing independently
• Builds effective teams - Contributing independently
• Plans and aligns - Contributing independently

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What will you do?

• The purpose of the role is to provide new and existing clients with professional and relevant financial advice, planning and products (sales) that are suited to their needs and requirements.
• Undertake the procurement of sustainable business of a high quality, in accordance with the business targets set.
• Maintain and service these clients as part of a long- term relationship which builds loyalty to the brand and generates ongoing advice and sales.
• Undertake these activities within a compliant and ethical manner which results in the building and sustaining the Sanlam Group business and brand.

What will make you successful in this role?

Assist in growing the Sanlam Adviser Business

• Be committed to the marketing plans and targets set for growing and developing the business as set forward by the distribution strategy.
• Apply knowledge and understanding of market segmentation and customer profiles to support sales and growth within the defined market.
• Undertake relevant behaviours to attain targets relating to:
• Revenue generation (Single and recurring premiums)
• Activity quotas
• Promote the Sanlam brand
• Treating customers fairly to be applied to all client engagements
• Role is aligned to your personal career aspirations

Networking, prospecting and leads generation

• Face to face interactions, social or business, to create business opportunities.
• Prospecting of new clients through creative opportunities such as business/social networks, associations or ad hoc presentations.
• Turning trusted relationships into business relationships.
• Strengthening existing relationships by increasing the current service.
• Use existing sources to establish opportunities across Sanlam businesses.
• Personalised client value propositions.
• Marketing on social media.
• Undertake selected client focused activities to generate leads and informal prospecting opportunities.
• Mining of existing client base to identify marketing gaps and sales opportunities within the middle-high and affluent market.
• Structuring and implementing focused campaigns with new or existing clients in the defined market.
• Requesting active and ongoing leads and referrals from others.
• Monitoring and respond to client activities such as maturities, cancelations or surrenders within the defined market.

Client consultations and sales

• Ensure all client interactions are compliant in terms of disclosures and advice given (provide written/ electronic information required for compliance).
• Undertake comprehensive fact finding with each client to lift needs and priorities. Document these findings.
• Conduct a financial needs analysis, using the relevant e-tools / instruments or systems, to ascertain the clients full financial situation; or utilise the services of a Para-Planner for this. (Draw policy history).
• Provide sound personal financial planning advice.
• Apply financial knowledge in putting together a plan that meets the needs of the client for a balanced portfolio.
• Present financial solutions to the client in a professional and competent manner aligned to Treating Customers Fairly.
• Use relevant processes and system tools to capture analysis information and update records accordingly.
• Review client portfolio annually by undertaking the above steps.

Client Service

• Ensure all client interactions are ethical, courteous and professional.
• Follow-up or refer all existing business queries to be resolved timeously through support.
• Strive for excellent, value-added service to clients so that they do not seek competitor products or services.
• Undertake continuous learning in terms of knowledge, skills and market/industry issues so as to service clients within the defined market.
• Initiate long term client relationships and maintain a relational focus.

Monitor, update and reporting (weekly/monthly)

• Document and present the following activities:
• Number and profile of contacts, appointments, consultations.
• Issued business and revenue against targets.
• Update client details on records.
• Appropriate workflow and activity monitor system entries.

Qualification and Experience

• Grade 12
• Financial Advisory and Intermediary Services Act (FAIS) "Fit and Proper" requirements and Regulatory Examination successfully completed if registered with Financial Sector Conduct Authority (FSCA) for more than 24 months.

Knowledge and Skills

• Financial advice and support
• Production target achievement and budgeting
• Compliance and risk management
• Client relationship management
• Financial planning and recommendations

Personal Attributes

• Communicates effectively - Contributing independently
• Tech savvy - Contributing independently
• Action orientated - Contributing independently
• Interpersonal savvy - Contributing independently
• Persuades - Contributing independently

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What will you do?

• Selling Insurance (car and household) telephonically
• Achievement of sales targets and objectives
• Adherence to Quality and Compliance processes to minimize business risk
• Manage your quality & compliance against benchmarks to minimize business risk, with the client in mind
• Maintain optimal operational efficiencies based on productivity measures
• Adapt and change to fit in with changing business operational requirements
• Resolve complaints and objections
• Build and maintain good client relationships
• Managing information regarding new products, rate changes, rulings, training updates etc.
• Keep abreast of developments and trends in the Industry – self learning
• Ensure commitment to the FAIS Fit & Proper qualification requirements

What will make you successful in this role?

Qualification & experience

• Grade 12 qualification
• At least 1 and a half years’ experience within a Sales Outbound Call Centre, or at least 2 years’ face to facesales experience (with targets attached to the sales)
• Financial services experience (advantageous)
• RE Exam Advantageous
• Personal Lines NQF Level 4 and or 30 FAIS Credits with certificate – Requirement (Short-term Insurance)

Knowledge and skills

• Good understanding of Financial Services Industry related legislation and regulation
• Understanding of sales processes and servicing industry
• Outbound Sales experience is required
• Fluency in English and one other South African official language
• A clear criminal and credit record
• Commitment to the FAIS Act and meeting Fit & Proper qualification requirements
• Willingness to work overtime.

Personal qualities

• Selling skills
• Computer literacy
• Communication
• Planning and organising
• Building and maintaining relationships
• Treating Customers Fairly
• Initiative
• Results Driven/Achievement orientated
• Continuous

Core Competencies

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

DEADLINE TO APPLY: 18 July 2025

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What will you do?

• This role takes responsibility for the daily management of a team of Sales Agents in the Contact Centre.  
• It is a first line management role that controls, manages and motivates the team of sales agents including the monitoring and attainment of sales targets, staff productivity, quality and compliance adherence, staff development, training and coaching and general staff performance management and administration.

What will make you successful in this role?

• Agreed set goals with team members covering performance, quality and development areas 
• Apply effective motivational techniques.
• Manage incentive budgets
• Focus on career and skills development of team members
• Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters
• Vesting and training of new Sales Agents in the contact centre
• Briefing and readiness to deliver on projects and campaigns.
• Drive the achievement of project and campaign targets.
• Escalate call resolution and provision of project and campaign related answers.
• Manage liaison with project and campaign management team
• Manage and maintain focused and highly motivated team members.
• Coach and develop team into a high-performance culture.
• Manage staffing needs, productivity and quality.
• Monitor contribution to target (CTT) figures.
• Adherence to legislation.
• Manage capacity.
• Manage Complaints.
• Manage application of call structure guidelines

Qualification & experience :

• Matric (or equivalent qualification).
• Completed RE 1 and 150 FAIS credits (advantageous).
• Minimum of 3 years team management experience in a sales environment.
• Minimum of at least 2 years’ experience in a call centre environment (Outbound).
• Financial Services experience (Long-term insurance and within a sales-oriented environment).
• Sales experience.
• Practical experience of IR processes is critical to the role

Knowledge and skills :

• Vast knowledge of first line management practices.
• Knowledge of contact centre systems and processes.
• Business Processes and Rules.
• Principles of teamwork e.g. stress management, team and individual motivation, best practices knowledge.
• Performance management knowledge - individual and group.
• Dimensions of Management.
• IR

Personal attributes :

• Natural coach and motivator of staff (people skills)
• Ability to manage a team
• Planning and co-ordination skills
• Selling skills
• Excellent communication skills
• Customer service 
• Ability to achieve targets (determined and goal orientated)
• Stress resilience
• Relationship building skills
   

Qualification and Experience

• Diploma with 2 to 3 years experience or Grade 12 with 4 to 5 years related experience.

Knowledge and Skills

• Drive leads and service targets
• Coaching, quality and compliance
• Reporting and communication
• Management of employees

Personal Attributes

• Decision quality - Contributing independently
• Interpersonal savvy - Contributing independently
• Plans and aligns - Contributing independently
• Directs work - Contributing independently

DEADLINE TO APPLY: 04 July 2025