Client Services Consultant: Communication Centre

Client Services Consultant:
Communication Centre (Fixed Term Contract)

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Job Description Client Services Consultant:
Communication Centre (Fixed Term Contract) Posting

Start Date:

16/10/2026

Job Location:

South Africa

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.

To independently manage high-impact service and complaint cases by acting as a primary point of contact for escalated or specialised client needs, while identifying recurring issues and contributing to improvements in processes, controls, and customer journeys. Ensures positive customer interactions during the collections process. Supports Ombudsman investigations by coordinating customer information, responding to complaint queries, clarifying account activities, and assisting in resolving service-related concerns.

To be responsible for all client contact (telephonic, e-mail and walk-in). This role offers the opportunity to start your career in financial services in a highly respected client services team. Talented graduates, with the determination to make a success of their career, will find this role as the ideal start to a professional career. This role is based in Cape Town.

Customer Service
- Level 4 - Process Expert
Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving customer problems.

Product/Service Information
- Level 4 - Process Expert
Provide advanced product/service information and respond to basic customer questions about the product/service.

Resolving Customer Issues
- Level 4 - Process Expert
Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required. Ensures positive customer interactions during the collections process. Supports Ombudsman investigations by coordinating customer information, responding to complaint queries, clarifying account activities, and assisting in resolving service-related concerns.

Customer Relationship Management (CRM) Data
- Level 4 - Process Expert
Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Relationship Management / Account Management
- Level 4 - Process Expert
Make calls (by telephone or in person) to allocated customers to maintain and strengthen existing relationships. Act as a first point of contact for resolving customer queries and complaints.

The following outcomes will be expected to be achieved by the Client Service Consultant Communication Centre:

Ensuring that the highest level of client service is provided to all clients (internal, IFA’s and investors)
Assisting clients with investment administration queries
Providing investment and product…