Client Service Consultant Operations at Sanlam Group

Job Purpose

• The Client Service Consultant Operations 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:

Verifying of Instructions received from various stakeholders

• Ensuring all instructions received comply with the business rules and legal regulations 
• Liaising with all relevant role players e.g. intermediaries / clients / broker consultants, etc. to obtain any outstanding information / documentation or to clarify instructions received
• Inform the relevant role players via telephonic contact or email in order to keep them updated on the progress of instructions received 
• Ensure that Workflow system is updated at all times with progress

Capturing of Instructions 

• Capture all valid instructions received timeously and accurately on our processing system 

Reporting 

• Ensure that you report suspicious activities timeously to the relevant Departments
• Reporting of service failures to the relevant Support Manager

Technical Care

• Training will be a combination of classroom and self-study and you must attend all sessions and complete the relevant assignments within the agreed timeframe
• Pass all your In-House Product and Process Assessments 
• Ensure that you have a technical understanding of all Glacier’s offerings and the ability to apply that understanding to daily outputs
• Liaise with Compliance / Legal on cases where FICA and Business requirements are complex and report back to the Team and document the scenario and outcome 

Protecting the Glacier Brand and building relationships 

• Play a key role in fostering positive client relationships and the retention of clients
• Build and establish relationships with internal departments to enhance organisational effectiveness and efficiency
• Active participation in the business’s continuous improvement by identifying and proposing solutions to process and service-related failures 

Adhoc tasks

• Client service project involvement as required 
• Resolving queries received from various stake holders timeously 
• Assist any processing department where assistance is required 

Qualifications and Experience

• Relevant tertiary qualification
• Ability to communicate fluently (verbal and written) in both Afrikaans and English
• Linked Investment Service Provider experience (Advantageous)