Client Service Consultant Operations: Claims at Sanlam Group

Job purpose

• The Client Service Consultant Operations Claims will be responsible for the capturing of investment related instructions received from various stake holders accurately and timeously and thus contributing to the high standard of quality and service delivery by Glacier, as well as providing excellent client services to all stakeholders at all times. 

Key Outcomes

The following outcomes will be expected to be achieved by the Client Service Consultant Operations – Claims:

• Accurate processing of repurchases, external transfers, internal transfers, retirements and death claims, New business and ad hoc investments and any other transaction necessary to complete the transaction on the administration system  
• Ensuring all instructions received comply with the business rules and legal regulations 
• Apply various legislations where applicable (Section 14, Directive 135)  
• Work closely with legal department to ensure compliance
• Assist in the prevention of fraud and money laundering by ensuring that all requirements are met
• Daily/weekly contact with all industry role players (Brokers, advisors, SARS, Trustees etc.) 
• Prepare recommendations for Trustees with respect to death/disability claims
• Calculation of benefits with regards to death claims 
• Technical understanding and product knowledge of all investment products (discretionary and contractual)
• Solving problem queries from intermediaries & clients via phone, email and fax (soft skills).
• Daily quality assurance of all business processed
• Ad-hoc client service project involvement 
• Work with sense of urgency to ensure deadlines and SLA’s are met
• Assisting Business Analysts and IT with software release testing.

Qualifications and Experience

• Matric / Grade 12
• Relevant financial qualification would be to your advantage
• 2 years’ experience within the Linked Investment Service Provider environment and with strong administrative skills. 
• DSP and CSP product knowledge would be to your advantage

Competencies

• Client focus
• Cultivates innovation
• Collaborates
• Being resilient
• Drive results
• Relationship Building Skills 
• Communication Skills (English and Afrikaans
• Attention to Detail
• Accuracy
• Numerical Skills
• Computer Skills (MS Office products)
• Flexibility (overtime)
• Customer Service Orientation
• Knowledge of investment or linked product industry
• Positive, enthusiastic attitude
• Tenacity
• Ability to work as part of a team
• Ability to work under pressure
• Ownership
• Typing proficiency

Attributes

• Positive, enthusiastic attitude 
• Honesty, integrity and respect
• Ability to work under pressure
• Ability to co-operate and thrive both within an independent and team environment