Client Services Consultant: Operations

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.

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.

• Customer Service
• Product/Service Information
• Resolving Customer Issues
• Customer Relationship Management (CRM) Data
• Customer Relationship Management / Account Management

• 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 escape 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.

• 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.

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

Degree or Diploma with 2 to 4 years related experience.

• 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.