x2 Client Support Specialist - Bellville at Sanlam Group

The overall purpose of the role:
Key Responsibilities:

• Support the Client Relations Manager in the delivery of client service excellence.
• Actively behave in a manner required to establish, maintain, and advance business and stakeholder relationships.
• Establish and develop relationships with internal and external stakeholders to maintain client satisfaction.
• Provide support to clients on Client portal for all transactions (contributions, claims, statements and reporting).
• Effectively manage client expectations (at fund/employer and member level).
• Monitor SLA’s to prevent / limit breaches.
• Facilitate timeous client reporting.
• Effective handling and managing of telephonic and email queries.
• Prepare meeting agendas, minutes, feedback and follow-up of action items.
• Prepare new business documents, agenda packs, etc.
• Facilitate the distribution of member benefit statements and updating share-point.
• Key Responsibilities continues:
• Facilitate the distribution of member projection statements, where applicable.
• Assist clients to meet their legislative obligations.
• Assist clients to meet their obligations in terms of business requirements, with priority given to:
• STeP (assist and support employers)
• Jump (drive employers to submit exits via the portal.
• Member app/web – actively promote members to make use of the Sanlam Portfolio App and Sanlam Online.
• Perform to a high standard and be prepared to develop in the role.
• Undertake additional training as required to fulfil the role.
• Actively participate in internal forums, training, and social events.
• Assistance with requests for additional telephone lines, laptops, etc. which must be processed via the internal SRS system.

Qualification and Experience:

• Relevant tertiary financial / investment qualification.
• Certificate of Proficiency will be advantageous.
• Minimum of 5-7 years relevant experience in the Employee Benefits industry, with extensive exposure to retirement fund administration.
• Experience operating at Team Leader level will be advantageous.

Knowledge and Skills:

• Knowledge of legislation applicable to the retirement fund industry.
• Understand the retirement fund administration value chain.
• Knowledge of internal workflow systems and Client Portal will be advantageous.
• Proficiency in MS Office (Word, Excel, Powerpoint and Outlook)

Personal Qualities:

• Flexible and Adaptable - Rebounding from setbacks and adversity when facing difficult situations.
• Courage - Stepping up to address difficult issues, saying what needs to be said.
• Manages Complexity - Demonstrated ability and proven record to make complex decisions.
• Ensures Accountability - Holding self and others accountable to meet commitments.
• Plans and Aligns - Planning and prioritizing work to meet commitments aligned to organizational goals.