The Sanlam Retail Affluent business (SRA) is dedicated to empower South Africans in the middle- and upper-income segments to be financially confident, secure and prosperous. With deep client understanding and a focus on excellence in technology, client and intermediary experiences, SRA delivers financial solutions including comprehensive financial planning, life- and disability insurance, credit solutions, savings and investments, retirement and fiduciary services that can be accessed through various platforms.
The Sanlam Retail Affluent cluster is responsible for Sanlam’s retail business in South Africa. SRA 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 a company 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?
Output/Core Tasks:
- The Client Care Centre environment is divided into three divisions: a call centre, a front office, and an administration division that deals with all other types of communication and correspondence from our customers.
- You will be responsible for providing professional and effective services to brokers, advisors, and customers; meeting customer expectations, particularly in terms of quality and timelines in compliance with the company’s standards.
- Effectively deal with all client calls, investigating and ensuring resolution of client policy service enquiries.
- Please note that this is an inbound call centre position.
Role Requirements:
Qualifications:
- A diploma or degree from a tertiary institution will be an advantage.
Knowledge and Experience:
- Must have a minimum of 2 years’ experience operating as a Client Care Representative within the Intermediate skills sets.
- Life insurance telephonic customer service experience.
- Experience in assurance administration.
- Competent with the administration of life covers, retirement annuities, savings plans, and investments.
- Ability to communicate effectively in English is a requirement; Afrikaans and any African language will be an advantage.
- Performance (production and quality) must meet the business standards.
- Must have a great passion for customer services.
- Aptitude to identify and solve problems.
- Capacity to manage information.
- Very good interpersonal skills.
- You must have integrity and hold respect for others.
- Must have effective simultaneously navigating skills on computers/systems while interacting with clients on the phone.
Knowledge and Skills
- Customer Service
- Administration
- Quality, compliance and accreditation
- Team Support
Personal Attributes
- Communicates effectively - Contributing independently
- Action-oriented - Contributing independently
- Situational adaptability - Contributing independently
- Optimises work processes - 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 realise 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.
Core Competencies
- Cultivates innovation - Contributing independently
- Customer focus - Contributing independently
- Collaborates - Contributing independently
- Being resilient - Contributing independently
- Drives results - Contributing independently
Turnaround time
Appointments will be made in line with the company’s transformation plan.
Should you not hear from us 4 weeks after the closing date (30 September 2024), please assume that your application has been unsuccessful.
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
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.
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