Job Vacancies at Sanlam

What will you do?

• Assist Complaint Officers to effectively manage and resolve complaints received in line with guidelines set out in the Sanlam Group Complaint’s Policy 
• Be the voice of the client and liaise with all business units to effectively resolve complaints
• Analytically investigate and respond to all aspects of complaints received
• Effectively communicate and build relationships with all stakeholders (internal and external)
• Accurately record complaints for trend and root cause analysis and reporting
• Pro-actively identify and communicate possible issues to management

Qualifications and experience

• Grade 12 (National Senior Certificate) 
• Higher certificate or Advanced National Certificate in related field
• At least 5 years’ experience in a customer service environment within the Financial Services Industry
• Experience in an employee benefits environment an advantage

Knowledge and skills

• Customer service skills
• Proficient in Microsoft Office; especially Excel and Word
• Sound knowledge of TCF principles
• Excellent interpersonal and communication skills both written and verbal (English, Afrikaans and any African language)
• Critical thinking skills
• Financial services knowledge, and knowledge of legislation applicable to the retirement fund industry will be advantageous 

Personal Attributes

• Communicates effectively - Contributing dependently
• Decision quality - Contributing dependently
• Action orientated - Contributing dependently
• Optimises work processes - Contributing dependently

Core Competencies

• Cultivates innovation - Contributing dependently
• Customer focus - Contributing dependently
• Drives results - Contributing dependently
• Collaborates - Contributing dependently
• Being resilient - Contributing dependently

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What will you do?

• As an Entry-Level Complaints Indexer you will play a vital role in ensuring that all complaints received through the mailbox are properly captured, allocated, and responded to. This requires excellent communication skills, a strong customer service focus, the ability to work well under pressure and acknowledging complaints, providing timely and professional responses. 

Key responsibilities

• The central point of entry for all work thus a crucial service support function in ensuring effective service delivery 
• Pro-actively gathers, manages and controls the flow of work received and actions include the indexing, expediting, distribution and allocation of the work
• Review incoming messages and identify key information
• Sort emails into appropriate folders based on subject matter and priority
• Create new folders and subfolders as necessary to organize emails
• Maintain accurate and up-to-date records of all emails indexed
• Follow company policies and procedures regarding email retention and deletion
• Provide support to other team members as needed
• Capture and allocate complaints that are received via the mailbox
• Escalate urgent or complex complaints to the appropriate team member for resolution
• Maintain a record of complaints and their status for future reference
• Send acknowledgements of complaints to complainants
• Manage tracker and accurately log complaints on the complaints system
• Ensure that all complaints are accurately recorded and tracked in the complaints system
• Ensure that all complaint data is maintained in a secure and confidential manner

Qualifications and experience

• Matric/Grade 12
• A good pass in Matric/Grade 12 English additional language will be an advantage

Knowledge and skills

• Microsoft office skills especially Outlook, Excel and MS Teams
• Communication skills
• Computer literacy is a non-negotiable 

Behavioural competencies

• Responsible with a high level of accountability
• Excellent interpersonal and communication (written and verbal) skills
• Client focused
• Professional
• Effective time management skills
• Self-motivated with a strong focus on delivery
• Conceptual thinking skills 
• Must be able to work under pressure, individually or as member or a team
• Team player
• Innovative thinker with good problem-solving skills
• Flexible 
• Able to adapt to change
• Excellent attention to detail

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What will you do?

• This is a specialist role within the SanlamConnect CIE department.  This role undertakes the administration and support functions to enable the effectiveness of the Advertising Consultant. And in so doing assists in supporting intermediaries within SanlamConnect with creating and placing adverts (print and digital) that will market their services or products to clients. 

What will make you successful in this role?
Key focus areas of this role include:

• Support Advertising Consultant to guide and advise intermediaries to create effective advertising
• Negotiate and source quotations for advertisements
• Create the advertising material, in collaboration with Design Hub
• Co-ordinate the printing of advertising material
• Arrange and oversee publication of advertisements
• Process the invoicing and payments for advertisements

Qualification and experience

• Grade 12 
• Diploma/Degree in Advertising or Marketing
• 3-5 years’ experience in advertisement creation/placement, preferably within a financial distribution business.
• Fluent in English and Afrikaans – verbal and written
• Knowledge and skills

IT:

• MS: Office (Excel, Word, PP, Outlook)
• Sanport
• Sap / H4 Hana
• Workfront
• Marketing Monitor

Business/management:

• Financial Services Industry Knowledge 
• Sales and intermediary knowledge
• Understanding of print and digital advertising principles and processes
• Basic DTP knowledge
• Branding and Corporate Identity knowledge

Core competencies

• Cultivates Innovation
• Customer Focus
• Drives Results
• Collaborates
• Being Resilient

Personal attributes

• Good relationship / stakeholder/partnership/client builder
• Planning, organising and co-ordination abilities
• Proactive, initiates actions
• Detail minded, accurate
• Good communication and negotiation skills
• Creative