CCC: Client Care Representative: GeneralDate: 5 Sep 2024Location: Bellville, Western Cape, ZAWho are we?The Sanlam Retail Affluent business (SRA) is dedicated to empower South Africans in the middle- and upper-income segments to be financially confident, secure and prosperous. With deep client understanding and a focus on excellence in technology, client and intermediary experiences, SRA delivers financial solutions including comprehensive financial planning, life- and disability insurance, credit solutions, savings and investments, retirement and fiduciary services that can be accessed through various platforms.The Sanlam Live and Savings cluster is responsible for Sanlam's retail business in South Africa. This cluster provides clients across different market segments (entry-level, middle-income, affluent, professional market and business owners) with a comprehensive range of appropriate and competitive financial solutions. These include traditional life insurance risk and savings products, investment, retirement, health and fiduciary services. Designed to facilitate long-term wealth creation, protection and niche financing, these solutions are engineered around client needs.As we Live in Confidence we believe in creating and cultivating a positive, energised working environment that gives you every opportunity to achieve success. Sanlam is committed to transformation and embracing diversity.What will make you successful in this role?Job Purpose:You will be responsible for providing professional and effective services to brokers, advisors and customers; meeting customer's expectations, particularly in terms of quality and time-lines in compliance with the company's standards.Output/Core Tasks:Effectively deal with all client e-mails/faxes; investigating, and ensuring resolution of client policy service enquiries.Change client's personal details and intermediary code.Register third party.Administer Mail Delivery Failures and Direct Scan Failures.Create new client record.Provide Tax/Contribution Certificate.Request quote or value.Request paid up quote/value.Direct client's with enquiries to other Departments.Request document or form.Receive and administer incomplete correspondence.Resend Interactive Voice Response Document due to Failure.Role Requirements:Qualifications:• Relevant business degree/diploma from a well-recognised institution will be an advantage.Knowledge and Experience:• Policy services administration experience within a financial company is highly recommended.• Call Centre experience will be to your advantage.• Ability to communicate fluently in English and Afrikaans is a requirement.• Must have passion for customer services.• Strong written and verbal communication skills.• Aptitude to identify and solve problems.• Capacity to manage information.• Very good Interpersonal skills.• You must have Integrity and hold respect for others.Knowledge and SkillsCustomer ServiceTeam SupportAdministrationQuality, compliance and accreditationPersonal AttributesCommunicates effectively - Contributing dependentlyDecision quality - Contributing dependentlyAction orientated - Contributing dependentlyOptimises work processes - Contributing dependentlyCore CompetenciesCultivates innovation - Contributing dependentlyCustomer focus - Contributing dependentlyCollaborates - Contributing dependentlyBeing resilient - Contributing dependentlyDrives results - Contributing dependentlyTurnaround timeShould you not hear from us 4 weeks after the closing date (22 September 2024), please assume that your application has been unsuccessful.Appointments will be made in line with the company's transformation plan.Please take note that the position is based at Sanlam Head Office in Bellville.The 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 transformationThe Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace.
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