Support Specialist SS5 and SS6 - Bellville at Sanlam Group

Job Purpose

Output/Core Tasks:

• Handle activities received electronically from various sources, predominantly the Client Care Mail Centre
• Handle telephonic enquiries from the Client Care Representatives
• Take over complex and complaint calls from the Client Care Representatives
• Complete complex and exceptional cases that require a specialist level of knowledge in policy services.
• Offer product information to clients and intermediaries
• Communicates completion of complaint cases to clients/management by telephone and/or in writing
• Support Client Care Representatives and First Line Managers in his/her area of expertise

Qualifications

Role Requirements:

• Matric/Grade 12

Knowledge And Experience

• A minimum of 3 years in policy service administration operating as a Client Care Representative: Intermediate (SS5 and SS6) or as a Client Care Representative: Call (Blended for Skills Set 5 and 6).
• Employees who have been Client Care Representative: Intermediate with background in exit transactions for a minimum of 2 years will be considered.
• Working knowledge and experience of both Telephone and Policy Services Administration is an advantage.
• Proven experience in dealing with high level and complex enquiries will be an advantage.
• Quality and Production must be above the acceptable business performance standard.

Competencies

• Client Service orientation
• Decision making skills
• Analytical abilities
• Interpersonal sensitivity
• Ability to work under pressure
• Conflict resolution
• Communication skills in English and any African Language