Client Services Consultant: Operations

Job description

Who are we? Sanlam Life and Savings (SLS) is focused on serving our retail and corporate clients in South Africa and further developing our strategic advantages in the South African market. Sanlam Life and Savings consists of the following business units Retail Mass, Corporate, Risk and Savings, Glacier and various business enabling functions. The Sanlam Life and Savings Office provides strategic direction, coordination and support to the four clusters, as well as performing governance oversight that includes assurance provided by second line of defense functions in SLS, to enable us to meet our business objectives.

Purpose of the Role The Client Services Consultant is responsible for administering amendments to existing investment products and client information, ensuring all transactions are processed accurately, timeously, and in line with Glacier's governance and compliance requirements. The role contributes to an exceptional client experience through effective query resolution, attention to detail, risk management, and collaboration with internal and external stakeholders.

Role Responsibilities

Customer Service Product/Service Information Resolving Customer Issues Customer Relationship Management (CRM) Data Customer Relationship Management / Account Management Overview of Role Responsibilities (Level 1-13) Customer Service- Level 3 - Process Specialist Carry out a range of customer service activities, including handling customer cases and inquiries that are more complex or outside the norm. Product/Service Information- Level 3 - Process Specialist Provide advanced product/service information.

Resolving Customer Issues- Level 3 - Process Specialist Respond to basic customer issues, such as returns, and escalate issues appropriately. Supports the Ombudsman process by providing call records, customer communication history, payment information, and explanations related to customer disputes or complaints. Customer Relationship Management (CRM) Data- Level 3 - Process Specialist Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Relationship Management / Account Management- Level 3 - Process Specialist Make calls (by telephone or in person) to allocated existing customers to maintain relationships. Provide a first point of contact for resolving customer queries and complaints.

Required Skills

Masters Service Conversations

• Basic Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.

Navigates Customer Challenges

• Intermediate Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.

Builds Customer Loyalty

• Basic Works at a basic level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works under close supervision.

Strengthens Customer Connections

• Basic Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.

Customer Service Delivery

• Intermediate Works at an intermediate level to deliver required services to customers to the required standards. Typically works with guidance. Maintains the Relationship
• Intermediate Works at an intermediate level to cultivate and sustain positive interpersonal connections, fostering trust, collaboration, and effective communication to support enduring professional relationships. Typically works with guidance.

General Experience

Basic experience of simple office / operational systems (Minimum 2 years)

Education

Degree or Diploma with 2 to 4 years related experience. Required Behavioural Competencies Communicates Effectively Customer Focus Decision Quality Ensures Accountability Instils Trust Interpersonal Savvy 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.