Latest Jobs at Santam Insurance

WHAT WILL YOU DO? 
The Client Service Consultant will offer world class products and services to clients, whilst achieving targets related to quality, productivity and compliments in a call centre environment.  

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE? 

• Accurately capture client information on the relevant system. 
• Execute client requests within the agreed timeframes, quality standards and legislation. 
• Handle all the administrative tasks according to agreed standards and turnaround times.  
• Engage with client in a client centricity manner. 
• Ensuring accurate completion client requests and follows up to ensure queries are resolved timeously, as per service level agreement. 
• Providing effective, efficient and professional service to all our clients and offices, both telephonically and through written correspondence.  
• Ensuring client service level agreements are met and exceeded.  
• Excellent time management skills. 
• Consistent achievement of agreed productivity. 

QUALIFICATIONS AND EXPERIENCE 

• Grade 12/ Matric 
• NQF Level 4 Qualification in Short Term Insurance 
• Regulatory Exam (RE 5) 
• Experience in short term insurance  
• Willing to work shifts as well as overtime 

SPECIFIC REQUIREMENTS 
There will be a probationary period for three months, which consist of the following two phases: 

• four week training period after which your knowledge will be assessed; and 
• on a job evaluation phase during which progress will be measured against your ongoing ability to meet a set sales target. 

KNOWLEDGE AND SKILLS  

• Strong verbal and written communication skills 
• Excellent interpersonal, communication and networking skills 
• Strong client service orientation 
• Ability to work under pressure 
• Attention to detail 
• Self-motivated and comfortable in taking initiative 
• Ability to work independently 

PERSONAL ATTRIBUTES  

• Drives results 
• Collaborates 
• Client focus 
• Flexibility and adaptability 
• Cultivates innovation 
• Analytical thinking 
• Influencing/ gaining commitment 
   

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JOB DESCRIPTION

To offer world class products and services to clients, whilst achieving targets in an inbound and outbound call center environment. By doing so, will support the business in managing churn and growth for Santam

KEY RESPONSIBILITIES

• Retaining broker and direct renewals using retention/persuasive skills to identify the client’s need.
• Create save opportunities by utilizing proactive retention and persuasive skills on clients with unpaid debit orders.
• Create reinstatement opportunities utilizing competitor knowledge, retention and persuasive skills on cancelled policies.
• Resolve enquiries and retain clients by providing world class client service.
• Educate clients on the Santam Direct product features, billing, service offerings and product value.
• Achieve monthly key performance metrics and adherence to work force management.
• Promote marketing campaigns by upselling and cross-selling.
• Research competitive pricing and policy services in order to provide a competitive price and policy comparisons to suit your client’s need.
• Contacting clients on both the unpaid and reinstatement list daily to request
• premiums to be paid in and offer the option to reinstate
• Contact brokers daily based on the leads received
• Additional duties as assigned.

QUALIFICATIONS AND EXPERIENCE

• Matric/ Grade 12
• RE Qualification
• FAIS compliant (150 credits)
• 2 years’ experience in Personal Lines insurance
• Computer Literacy (MS Office package)
• Clear track record in terms of adherence to Quality standard and Compliance

SKILLS

• Strong verbal and written communication skills
• Excellent interpersonal, communication and networking skills
• Strong client service orientation
• Ability to work under pressure
• Good judgement
• Attention to detail
• Self-motivated and comfortable in taking initiative
• Ability to work independently

COMPETENCIES

• Information seeking
• Analytical thinking
• Drive for results
• Initiative
• Emotional self-control
• Customer service orientation

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JOB DESCRIPTION

The incumbent will work within BITS, IT Finance Solutions team and will support the Santam Budget System from a technical perspective while also advising business on proposed solutions to meet requirements. This role requires high levels of functional knowledge of the budget system, a good understanding of financial systems and general ledgers.
The successful candidate will work in a small team and work closely with the Finance Business Decision Support team.

PRINCIPLE ACCOUNTABILITIES

• Application support of the budget system which supports the annual budget cycle activities by ensuring the prepopulated budget items are in place and that all business staff that need to provide input have the proper access and are trained appropriately – Included in this is user support and escalation management
• Application support for re-budgeting activities after the financial year end has completed to incorporate impact of the financial results as required by Exco
• Application support for Quarterly Forecasts and associated budget system activities
• Develop training material and train the Core budget (Decision Support) team. Co-ordinate so that training material is made available to the Learning and Development (L&D) department so that the training is available to the budget user base
• Provide input into application Roadmap activities such as upgrades or new software evaluation
• Responsible for budget application configuration management, software updates and upgrades

Generic Functions

• Build and maintain relationships with Business Decision Support team 
• Support the budget user community either directly or via enabling the Business Decision Support team
• Work with the ERP GL Support team to upload annual budgets and quarterly forecasts 
• Report or escalate issues to the Finance Solutions Development Manager
• Establish and participate in design reviews and technical issue management meetings 
• Ensure that designs are optimised for use on the organisation’s infrastructure 

Quality Assurance

• Review agreed implementation to ensure correct interpretation of the requirements,  architecture and strategies 
• Ensure there is adequate end to end testing of configuration changes
• Conduct code reviews and ensure best practice development strategies are followed

QUALIFICATIONS AND EXPERIENCE

• Diploma or Degree in Financial Accountancy or Financial Budget Systems
• At least 5 years’ experience in Budgeting and Software Application Support of budgeting processes 
• Experience in application support and release management 
• Experience in systems development upper life cycle quality assurance 
• Application of IT governance principles

KNOWLEDGE

• System Development Life Cycle
• Advanced SQL query writing
• Advanced knowledge of a budget system (InforPM d/EPM preferred)
• Agile Development practice knowledge
• Atlassian JIRA and Confluence
• Write and communicate technical instructions and provide technical guidance to the users
• Excellent in verbal and writing communication and strong presentation skills

CORE COMPETENCIES

• Collaboration
• Client focus 
• Drives results  
• Flexibility and adaptability 
• Cultivates innovation
• Interpersonal skills, ability to engage with senior business stakeholders 
• Building networks and good relationships 
• Develop and implement strategy 
• Business Requirements
• Project oversight
• Quality and accreditation
• Query resolution