Sanlam Group
The overall purpose of the role
To provide overall support to the Client Relations Manager and execute on the day-to-day tasks as required.
Key responsibilities
To support the Client Relations Managers in the delivery of client service excellence by:
Preparation of new business documents, agenda packs, etc.
Distribution of electronic benefit statements and updating share-point accordingly
Actively behaving in a manner required to establish, maintain, and advance business and stakeholder relationships. Establishes and develop relationships with internal and external stakeholders to maintain client satisfaction.
Assisting clients to meet their obligations in terms of Section 13A by working through monthly unconfirmed lists
Providing support to clients on Client portal for all transactions (contributions, claims, statements and reporting
Making us of member app/web – to actively promote members to make use of the app/web
Preparing meeting agendas and reports and follow-up of action items
Effective handling and managing of telephone and email queries
Performing to a high standard and being prepared to develop in the role
Undertaking additional training as required to fulfil the role
Actively participating in internal forums, training, and social events
Assisting with requests for additional telephone lines, laptops, etc. which must be processed via the internal SRS system.
Qualification and Experience
Relevant tertiary financial/investment qualification
Minimum of 2-3 years experience in client services
Minimum of 1-2 years relevant experience in the Employee Benefits industry
Good proficiency in Microsoft Office
Needs to understand, write, and speak fluent English
Knowledge and Skills
Knowledge of legislation applicable to the retirement fund industry
Previous retirement fund experience will be advantageous.
Certificate of Proficiency will be advantageous.
Knowledge of internal workflow systems and Client Portal will be advantageous.
Proficiency in MS Office (Word, Excel, and Outlook)
Personal Qualities
Flexible and Adaptable – Rebounding from setbacks and adversity when facing difficult situations.
Courage – Stepping up to address difficult issues, saying what needs to be said.
Manages Complexity – Demonstrated ability and proven record to make complex decisions.
Ensures Accountability – Holding self and others accountable to meet commitments.
Plans and Aligns – Planning and prioritizing work to meet commitments aligned to organizational goals.
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