About this role
Who are we? Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients’ investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth. Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier. What will you do? To provide a high quality of complaints resolution and written communication to clients in line with Glacier standards and legislation such as the Treating Customers Fairly (TCF) guidelines. This role is based in Cape Town. Key outcomes The following outcomes will be expected to be achieved by the Client Relations Consultant: • Deliver effective complaint resolutions that address client needs and concerns in line with TCF outcomes. • Produce clear, accurate and professional written correspondence on technical product information, work processes and procedures to clients and intermediaries. • Drive comprehensive first- time resolution of client complaints and enquiries. • Demonstrate the effective understanding and application of relevant legislation, including plain language principles and TCF outcomes. • Gather, analyse, investigate and interpret information from various stakeholders to inform and deliver appropriate solutions. • Conduct independent and thorough root cause investigations to support effective and sustainable resolutions. • Identify systemic issues and evaluate their impact on clients and business processes. • Drive the escalation and resolution of systemic issues through engagement with the responsible stakeholders. • Critically assess stakeholder feedback, business rules and processes to develop practical and client focused solutions. • Collaborate effectively with internal stakeholders, including Product Development and Sanlam Client Relations, as well as external parties such as adjudicators and Alexforbes, to achieve fair and effective resolution of client complaints. • Produce accurate monthly and quarterly reports on client and intermediary complaints, highlighting trends and insights. What will make you successful in this role? Qualifications and experience • Matric / Grade 12 • The relevant financial/communications or legal qualification or • At least 3 years’ experience in a Lisp or Life Insurance environment where written complaints and technical enquiries were handled Competencies • Analytical skills (Critical thinking, problem solving, research) • Exceptional communication skills, written and verbal, in English and Afrikaans • Planning, prioritising and organisational • Knowledge & application of economic principles/investment products and legislation such as TCF • Negotiation/influencing skills Attributes • Assertive • Honesty, integrity and respect • Teamwork • Can-do attitude • Performance driven Knowledge and Skills Assist with production target achievement Technical advice and support Partnership and network building Compliance Personal Attributes Business insight - Contributing independently Communicates effectively - Contributing independently Action orientated - Contributing independently Plans and aligns - 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 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. Core Competencies Cultivates innovation - Contributing independently Customer focus - Contributing independently Drives results - Contributing independently Collaborates - Contributing independently Being 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.