Jobs at Sanlam

What will you do?

This is an administration position that reports to the Team Leader:  Customer Service. The role is responsible to provide customer centric service engagement (both inbound and outbound) for MWL policyholders post sale. This would include aspects relating to policy changes/amendments, premium changes, general queries, billing/collection changes, claims notifications, cuddle calls etc.  

Key responsibilities include:

• Undertake inbound and outbound phone calls/emails to resolve client requests/queries in a professional and client centric manner within prescribed SLA targets, including:

Policy changes:

• Process requests to make changes to exiting policies including:
• Errors on the policy from the sales call (i.e.: name spelling etc)
• beneficiary change
• name change (marriage/divorce)
• renewal queries
• bank account changes
• address changes
• changes in premiums/cover (increases or decreases)
• Request supporting documentation from clients as needed for requests (i.e.: marriage certificates, new address verification etc)
• For all the above engage the client with verification/compliance questions to ensure proper process.  Verify all email requests by phoning the client confirm instructions.  
• For increases in cover/premiums, ask client required medical questions, and if there are anomalies refer the request to Underwriting department for confirmation.
• Accurately capture client information /update all actions on TE as well as Google Docs.  

Billing and collections 

• Process requests to change premium collection dates.
• Transition clients to Debitec in line with new regulations
• Process Persal Mandates.  Phone clients and discuss process/requirements with clients.  Register mandate on TE for collection.  Notify/liaise with Q-link as needed on changes.  

Claims notifications

• On receipt of claims from clients, engage clients to complete the claims notification form (questionnaire).  Send completed form to Claims Department for processing
• If any anomalies emerge from the competing of the claims questions with clients, refer directly to Clams Department to take further with client.

Cuddle calls

• Undertake courtesy service phone calls to all new clients once they have bought a policy to verify the following
• Welcoming message
• Confirm all personal details to be correct
• Collection dates, premiums, banking details etc
• Any questions or concerns the client may have.  
• Update all calls on TE as well as Google Docs

What will make you successful in this role?

Qualification & experience 

• Grade 12 
• Experience in client service, administration.
• Preferably financial services administration experience
   

Knowledge and skills 

IT:

• MS: Office (Excel, Word, Outlook)
• Thought Express
• Google Docs
   

Business:

• Financial services industry knowledge (basic)
• Financial services product knowledge (MiWayLife)~ (basic)
• Policy/contract knowledge (basic)
• Billing and collections (bank and Q-link processes)
• Claims and underwriting processes ~ (basic)
• Client centricity practices
• Client service and administration processes for existing policies
• SLA and quality standards

Personal attributes 

• Client service and centricity orientation
• Good communicator (phone and written)
• Quality orientation/attention to detail
• Problem solver
• Able to deal with conflict/difficult people in a professional manner
• Planning and organising orientation 
• Action orientated

 
Qualification and Experience

• Degree or Diploma or Grade 12 with 1 to 2 years related experience.
• Knowledge and Skills
• Customer Service
• Team Support
• Administration
• Quality, compliance and accreditation

Personal Attributes

• Communicates effectively - Contributing dependently
• Decision quality - Contributing dependently
• Action orientated - Contributing dependently
• Optimises work processes - Contributing dependently
• Build a successful career with us
• We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realize their worth. 

Core Competencies

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

Turnaround time

Due date for applications:  
The closing date for applications is 25 June 2021.

Please note that the recruiter reserves the right to withdraw the advertisement prior to the closing date, or to allow for further applications to be submitted after the closing date indicated.  

Turnaround times

• The time taken to complete this process depends on how far you progress and the availability of managers.  

Our commitment to transformation

• MiWayLife is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. 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. 

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Who are we?

• Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam.

What will you do?

• During your time in the Academy, you will receive ongoing technical and soft skills training in a professional environment. You will also receive guidance through peer coaching and mentorship from subject matter experts in the Sanlam IT & Business Intelligence (BI) teams to ensure that you are well-equipped to become successful and grow in your chosen career.
• The Academy will allow you to work cross-functionally, providing you with the opportunity to learn and acquire knowledge across various disciplines and be equipped with a diverse skillset. Through the functional training and hands-on experience with the leading IT & BI tools and technology, you will play a key role in Sanlam’s strategy to modernise the IT agenda.

What will make you successful in this role?

• We are looking for independent and self-motivated individuals with strong analytical skills to join our 24-month graduate programme. You must have the ability to present yourself competently and professionally, work efficiently, meet deadlines, and prioritise competing responsibilities.

A basic understanding in some of the following will be beneficial:

• Programming languages and frameworks such as Python, Java, .Net and SQL
• Data analysis, modelling and visualisation
• Business and process analysis

Qualification
Undergraduate or postgraduate students in their final year in the following disciplines will be considered:

• Degrees in Technology such as BCom, BSc, BTech (i.e. Information Technology / Information Systems / Computer Science)
• Degrees in BCom, BSc, BEng (i.e. Data Science or Analytics / Finance/ Actuarial Science / Engineering)

Experience

• Final year students or recent graduates with no professional working experience
• Graduates with not more than 12 months of post-university professional working experience
• Any work experience obtained as part of a work-integrated learning programme will not be considered as professional working experience referred to above
   

Knowledge and Skills

• Database Knowledge
• IT Data Analysis
• Data Security
• Risk Management
• Reporting and Administration

Personal Attributes

• Decision quality - Contributing dependently
• Demonstrates self-awareness - Contributing dependently
• Interpersonal savvy - Contributing dependently
• Manages complexity - Contributing dependently
• Optimises work processes - Contributing dependently
• Plans and aligns - Contributing dependently

Core Competencies

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

Turnaround time
The job posting will close on 30 June 2021. The shortlisting process will commence once applications are closed.

Remember to upload an updated CV and academic transcripts for the duration of your studies when applying as we will not be able to process your application without this information. Please double check that you have uploaded the required documents before finalising your application.

The recruitment process will commence in July and conclude towards mid October 2021. 

Build a successful career with us

• We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Our commitment to transformation

• The Sanlam Group is committed to achieving transformation and embraces diversity.  This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa.  The Group's Employment Equity plan and targets will be considered as part of the selection process.