Client Relations Consultant - Tygervalley at Sanlam Group

What will you do?

Under general supervision responsible for a combination of sales and customer service, both pro-active and re-active. Duties include cross-selling to clients as well as nurturing the client relationship. A knowledge/background of credit, finance would be advantageous in the job. Good interpersonal skills are essential for the success of this position.

What will make you successful in this role?

Job purpose 

• To provide a high quality of complaints resolution and written communication to clients in line with Glacier standards and legislation such as the Treating Customers Fairly (TCF) legislation.  

Key outcomes

The following outcomes will be expected to be achieved by the Client Relations Consultant:

• Complaints resolution to meet client’s needs and problems in line with TCF outcomes
• Written/telephonic correspondence about technical product, work processes and procedures to clients/intermediaries (letters, faxes, e-mails)
• Ensure that all communication mediums contain comprehensive first time solutions to client complaints and queries
• Application and understanding of relevant legislation such as the application of plain language and TCF principles
• Gather, analyse, investigate and interpret all information received by various stakeholders before a solution is presented
• Do independent & thorough root cause investigations
• Determine systemic issues & the impact on other clients
• Ensure that systemic issues are taken up with the responsible stakeholders
• Challenge feedback from stakeholders, business rules and processes in order to develop a creative solution
• Consult with role players such as the internal and external adjudicators on specific client complaints
• Compile a report on a monthly/quarterly basis for client & intermediary complaints received  

Qualifications and experience

• Matric / Grade 12
• The relevant financial/communications or legal qualification or
• At least 3 years’ experience in an investment environment where written complaints and technical enquiries were handled 

Competencies 

• Client focus 
• Cultivates innovation 
• Collaborates 
• Being resilient 
• Drive results 
• Analytical skills (Critical thinking, problem solving, research)
• Exceptional communication skills, written and verbal, in English and Afrikaans
• Planning, prioritising and organisational 
• Knowledge & application of economic principles/investment products and legislation such as TCF
• Negotiation/influencing skills

Attributes

• Assertive
• Honesty, integrity and respect
• Teamwork
• Can-do attitude
• Performance driven

Qualification and Experience

• Grade 12 with 3 to 4 years related experience.

Knowledge and Skills

• Financial advice and support
• Assist with production target achievement
• Compliance
• Partnership and network building
• Personal Attributes
• Business insight - Contributing independently
• Communicates effectively - Contributing independently
• Action orientated - Contributing independently
• Plans and aligns - Contributing independently