Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture is that of agility and constant deployment, we believe in learning fast, learning cheap and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market, at the same time provide compelling career and development proposition that will enable them to realize their dreams.What will you do?This position is in Diep River, Cape Town at present and reports to a Team leader. You will be responsible for providing the required services through effectively managing all aspects of insurance claims for customers by liaising with the relevant insurance companies on the customers' behalf within agreed service level agreements. You will also utilise the IT system accurately and ensure that all queries are answered effectively. You will ensure the quality of service exceeds the customer's expectations and establish constructive relationships with our client base.What will make you successful in this role?Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional serviceDemonstrate teamwork as a valued team player.Contribute to innovation by finding faster and more accurate ways of workingComply with relevant statutory, legislative, policy and governance requirements and adhere to processes and procedures related to area of specialisationBuild and maintain stakeholder relationshipsAddress customer needs in order to meet or exceed customer expectationsAct responsibly with work related resources to contribute to cost containmentResolve customer queries received through inbound callsAnswer enquiries to provide product and service information to customersQualification and ExperienceGrade 12Min 2 years experienceFAIS Qualification is mandatoryKnowledge and SkillsDemonstrate cost consciousness and awareness of personal contribution to costs and productivityIdentify and escalate potential risks that may lead to increased costsPrevent wastage and identify process improvements to contain and reduce costsProvide operational support related to activities and initiatives that contribute to the overall growth and profitability of an area of workDrive product sales based on customer coverage and engage with relevant stakeholders to upsell the productEnsure first time resolution of customer queries or complaintsTake ownership of any requirements and follow up on queries handed over to other parties or areas to ensure delivery on agreed timelines and Service Level AgreementsOptimise and propose improvements on internal processes that impact service levels and customer satisfaction within area of accountabilityUnderstand customer's losses and engage with Insurer, customer and relevant stakeholders on suggestions to manage portfolioEnsure own product knowledge and provide relevant guidance and advice to customers and collect feedback to help improve customer serviceEstablish relationships with relevant individuals and departments to deliver on work expectationsAdhere to relevant service level agreements to build trust in the relationshipComply with and adhere to identified governance and compliance standards and escalate risks for investigation and resolutionFlag opportunities to migrate to platform and support the use of technology in process and system improvementsDraw on knowledge and experience to identify and develop solutions that lead to improved service delivery and qualityProduce high quality work by adhering to predefined standards and procedures and in accordance with compliance and governance standardsComplete relevant administration, reporting and updating of information accurately and on timeProvide timeous reports on operations, performance and audit findingsPersonal AttributesBusiness insight - Contributing independentlyManages complexity - Contributing independentlyPlans and aligns - Contributing independentlyInterpersonal savvy - Contributing independentlyBuild a successful career with usWe're all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.Turnaround timeThe shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.Our commitment to transformationWe're all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.
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