Client Care Administrative Consultant

at  Sanlam

QUALIFICATION AND EXPERIENCE

• Matric/ Grade 12
• A qualification in Administration and customer experience (advantageous)
• Advanced computer proficiency (MS Office: Excel, Word, Power Point, Qlikview)
• 3 -5 years’ experience in the administration field
• A minimum of 2-3 years’ in the short term insurance

KNOWLEDGE AND SKILLS

• Proficient in both English and Afrikaans
• Capacity management and planning
• Excellent interpersonal, communication and networking skills
• Analytical and problem-solving skills
• Time Management Skills
• Planning and execution skills
• Insurance process knowledge
• Ability to work under pressure
• Insurance product knowledge
• Teamwork Skills
• Process improvement skills
• Strong verbal and written communication skills
• Conflict Resolution
• Listening and understanding skills
• Strong attention to detail
• Strong client service orientation

COMPETENCIES

• Analytical thinking
• Information seeking
• Drive for results
• Organisational commitment
• Teamwork and cooperation
• Customer service orientation

WHAT WILL YOU DO?

Santam’s Client Care Department has a position available for a Client Care Administrative Consultant . The position will be based at Santam in Bellville, Cape Town.

WHAT WILL YOU DO?

The Client Care Administrative Consultant will provide support of a complaints administrative nature and assist the Santam Client Care Department in attending and resolving service complaints received in writing or telephonically. This will range from complex to simple activities including but not limited to administration, processing, clerical duties, personal assistant duties, claims data gathering, fault logging, record keeping, logging of service complaints and attending to telephonic complaints received via the avaya complaints line and from the complaints mailbox.

WHAT WILL MAKE YOU SUCCESSFUL IN THIS ROLE?

Key Responsibilities

• Provides administrative support duties to the team and department and ensure information is channelled and recorded as required
• Participate in ad-hoc projects and improvements
• Ensure adherence to various policies, legislature requirements
• Deliver first time right service excellence
• Administrative support functions
• Channelling of Client complaints and compliments
• Handling of complaints calls
• Handling of overflow of complaints, manage end to end process on an ad-hoc basis
• Strong knowledge of analysing and compiling statistical information.
• Prepare standard management information reports with relevant data to aid department decision-making
• Conduct general financial reconciliation activities
• Understanding of schedules, calendars and diaries of individuals or groups
• Ability to compile complex documents, develop templates, consolidate information
• Manage service level agreements with business
• Receive telephonic and mailbox complaints, log complaints on Microsoft CRM system, investigate and resolve service complaints