Client Service Officer at Sanlam Group

What will you do?

• Responsible to manage the client service function according to agreed standards.  Ensures that all customer queries are dealt with in an efficient manner and provides a high level of service to promote the organisation’s products and services.   Conflict resolution and problem solving are necessary characteristics.  The incumbent may provide the service internally or externally. May have supervisory responsibilities.

What will make you successful in this role?
Client Experience (CX)

• Partner with Easy Equities to ensure delivery of CX to agreed SLA standards
• Provide CX oversight on a day-to-day basis and provide operational support to the Easy Equities CE team
• Provide CX insights to the business and support ad hoc CX-related projects when required
• Responsible for the SatrixNOW “Info” mailbox
• Attend to all share certificate dematerialisation requests and work with various CSDP providers and STRATE to complete demats
• Responsible for maintenance and oversight of Satrix forms, including adherence to compliance and regulation

Brand Activation

• Enable culture and infuse Satrix brand values into all client touchpoints
• Responsible for monthly CE team training sessions
• Evaluate potential CE service level gaps ensures training comprehensively covers all aspects

Customer Centricity

• Understand Satrix client segments and implement CX activity to nurture and retain them
• Responsible for resolution of any complaint escalation, and monthly complaint register
• Manage Satrix Hello Peter presence and guide the social media team on query resolution

Drive Results

• Maintain partnership by working collaboratively with the Easy Equities CX team leads
• Manage unit trust migration requests and provide internal operational support when required
• Monthly responsibility for FNZ (Silica) statements
• Responsible for maintenance of Satrix Help Centre FAQ accuracy

Become an Expert

• Maintain industry knowledge and understand customer challenges and Satrix products
• Monitor weekly CX results, analyse client feedback and provide the business with relevant insights to improve Satrix CX

Qualification and Experience

• Grade 12 with 5 to 6 years related experience.