Client Service Consultant
Date: 30-Nov-2021
Location: Johannesburg, Gauteng, South Africa
Company: Sanlam Group
Who are we?
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper.
What will you do?
An exciting opportunity has become available within Operations, Personal Lines Contact Centre for a Client Service Consultant in the retention team. This opportunity will be based in Auckland Park.
To offer world class products and services to clients, whilst achieving targets in an inbound and outbound call center environment. By doing so, will support the business in managing churn and growth for Santam
What will make you successful in this role?
KEY RESPONSIBILITIES
• Retaining broker and direct renewals using retention/persuasive skills to identify the client’s need.
• Create save opportunities by utilizing proactive retention and persuasive skills on clients with unpaid debit orders.
• Create reinstatement opportunities utilizing competitor knowledge, retention and persuasive skills on cancelled policies.
• Resolve enquiries and retain clients by providing world class client service.
• Educate clients on the Santam Direct product features, billing, service offerings and product value.
• Achieve monthly key performance metrics and adherence to work force management.
• Promote marketing campaigns by upselling and cross-selling.
• Research competitive pricing and policy services in order to provide a competitive price and policy comparisons to suit your client’s need.
• Contacting clients on both the unpaid and reinstatement list daily to request premiums to be paid in and offer the option to reinstate
• Contact brokers daily based on the leads received
• Additional duties as assigned.
QUALIFICATIONS AND EXPERIENCE
• Matric/ Grade 12
• RE qualification (advantageous)
• FAIS compliant (150 credits)
• 2 years’ experience in Personal Lines insurance
• Computer Literacy (MS Office package)
• Clear track record in terms of adherence to Quality standard and Compliance
SKILLS
• Strong verbal and written communication skills
• Excellent interpersonal, communication and networking skills
• Strong client service orientation
• Ability to work under pressure
• Good judgement
• Attention to detail
• Self-motivated and comfortable in taking initiative
• Ability to work independently
Personal Attributes
Decision quality – Contributing independentlyPersuades – Contributing independentlyAction orientated – Contributing independentlyBusiness insight – Contributing independently
Build a successful career with us
We’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 four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.
Core Competencies
Cultivates innovation – Contributing independentlyCustomer focus – Contributing independentlyDrives results – Contributing independentlyCollaborates – Contributing independentlyBeing resilient – Contributing independently
Turnaround time
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 transformation
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.