Requirements

• Matric/Grade 12
• A diploma or degree from a tertiary institution will be an advantage.
• You must have a minimum of 2 years’ experience operating in an inbound Call Centre as a Client Service Representative.
• Life insurance telephonic customer service experience.
• Experience in assurance administration.

Skills & Competencies

Knowledge:

• Competent with the administration of life covers, retirement annuities, savings plans and investments.
• Ability to communicate in English is a requirement.
• The ability to communicate in more than one language is an advantage.
• Must exceed the business performance standards.

Competencies:

• Must have passion for customer services over the telephone
• Strong verbal and written 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
• Must have effective simultaneously navigating skills on computers/systems while interacting with clients on the phone.

Responsibilities

• The Call Centre agent is responsible to effectively deal with all client calls investigating and ensuring resolution of client policy service enquiries.
• Its core function is to provide a professional and effective services to brokers, advisors and clients, meeting their expectations, particularly in terms of quality and timelines in compliance with the company and legislation standards.
• Update client personal details where relevant.
• Provide clients and intermediaries with requested documentation related to their benefits,maturity claims and plan cancellations.
• Abide to Financial Intelligence Centre Act / Financial Advisory and Intermediary Services Act and Party Due Diligence Legislation when verifying clients to prevent fraud.
• Alter debit order dates and assisting with debit order related queries.
• Assist with policy services queries related to overpaid premiums, refunds, reinstatement, lapses, alteration quotations, stop orders, cash payments and beneficiaries on plans.
• Navigate our Client Relationship tools and systems in search of client data.

Additional Information

• 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.
• The Sanlam Group is committed to achieving transformation and embraces diversity.
• This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa.
• The Group's Employment Equity plan and targets will be considered as part of the selection process.