Who We Are!
Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture is that of agility and constant deployment; we believe in learning fast, learning cheap, and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market, at the same time provide a compelling career and development proposition that will enable them to realize their dreams.
What will you do? This position is in Diep River, Cape Town at present and reports to a Team leader. You will be responsible for providing the required services through effectively managing all aspects of insurance claims for customers by liaising with the relevant insurance companies on the customers' behalf within agreed service level agreements. You will also utilize the IT system accurately and ensure that all queries are answered effectively. You will also ensure that the quality of service exceeds the customer's expectations and establish constructive relationships with our client base.
What will make you successful in this role? - Contribute to a culture of service excellence that builds positive relationships and provides opportunities for feedback and exceptional service.
- Demonstrate teamwork as a valued team player.
- Contribute to innovation by finding faster and more accurate ways of working.
- Comply with relevant statutory, legislative, policy, and governance requirements and adhere to processes and procedures related to area of specialization.
- Build and maintain stakeholder relationships.
- Address customer needs in order to meet or exceed customer expectations.
- Act responsibly with work-related resources to contribute to cost containment.
- Resolve customer queries received through inbound calls.
- Answer inquiries to provide product and service information to customers.
Qualification and Experience - Grade 12
- Minimum 2 years experience
- FAIS Qualification is mandatory
Knowledge and Skills - Demonstrate cost consciousness and awareness of personal contribution to costs and productivity.
- Identify and escalate potential risks that may lead to increased costs.
- Prevent wastage and identify process improvements to contain and reduce costs.
- Provide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of work.
- Drive product sales based on customer coverage and engage with relevant stakeholders to upsell the product.
- Ensure first-time resolution of customer queries or complaints.
- Take ownership of any requirements and follow up on queries handed over to other parties or areas to ensure delivery on agreed timelines and Service Level Agreements.
- Optimize and propose improvements on internal processes that impact service levels and customer satisfaction within area of accountability.
- Understand customers' losses and engage with Insurer, customer, and relevant stakeholders on suggestions to manage the portfolio.
- Ensure own product knowledge and provide relevant guidance and advice to customers and collect feedback to help improve customer service.
- Establish relationships with relevant individuals and departments to deliver on work expectations.
- Adhere to relevant service level agreements to build trust in the relationship.
- Comply with and adhere to identified governance and compliance standards and escalate risks for investigation and resolution.
- Flag opportunities to migrate to the platform and support the use of technology in process and system improvements.
- Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality.
- Produce high-quality work by adhering to predefined standards and procedures and in accordance with compliance and governance standards.
- Complete relevant administration, reporting, and updating of information accurately and on time.
- Provide timeous reports on operations, performance, and audit findings.
Personal Attributes - Business insight - Contributing independently
- Manages complexity - Contributing independently
- Plans and aligns - Contributing independently
- Interpersonal savvy - Contributing independently
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 achieving great things. We pride ourselves on helping our employees to realize their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.
Turnaround time The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
Our commitment to transformation 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 achieving great things. We pride ourselves on helping our employees to realize their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.
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