CCC: Client Care Representative: Call at Sanlam Group

What will you do?

• 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 of 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’s expectations, particularly in terms of quality and time-lines 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:

• Matric/Grade 12
• A diploma or degree from a tertiary institution will be an advantage.  

Knowledge and Experience: 

• 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 English and Afrikaans is a requirement. 

Competencies:

• Must have passion for customer services
• Strong communication skills
• Aptitude to identify and solve problems
• Capacity to manage information
• Very good Interpersonal skills
• You must have Integrity and hold respect for others
• Computer literate

Knowledge and Skills

• Customer Service
• Administration
• Quality, compliance and accreditation
• Team Support

Personal Attributes

• Communicates effectively - Contributing independently
• Action orientated - Contributing independently
• Situational adaptability - Contributing independently
• Optimises work processes - Contributing independently

Core Competencies

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