Voice of Client (Complaints) Specialist

at  Sanlam

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.

Qualifications and experience

• Bachelor’s degree or Undergraduate degree in Law, Commerce, Dispute Resolution, Business, Marketing, or equivalent - NQF 7
• 4 - 6 years proven experience in a customer service or complaints handling role
• Financial services industry exposure is preferred
• Demonstrated experience in working within regulatory and corporate governance environment is advantageou

Knowledge and skills

• Excellent communication skills both written and verbal (English is not negotiable, additional SA official languages will be advantageous)
• Excellent Client Experience and behavioural skills
• Excellent Stakeholder Management skills, both internal and external
• Excellent Time Management skills
• Excellent analytical, data analysis and reporting skills
• Excellent Presentation skills
• Conflict management skills
• Regulatory environment understanding and exposure advantageous.
• Employee-benefits related product exposure is advantageous
• Financial services industry exposure is advantageou

PURPOSE OF THE ROLE

End-to-end management and resolution of customer complaints, in order to ensure high levels of customer satisfaction, in line with the relevant policies, legislation, defined frameworks, as well the business’s strategic objectives.
The role plays a crucial role in reporting on complaints; trends and insights, with specific focus in undertaking quality assurance and analysing customer feedback (complaints; compliments; etc.) through deep dives and root cause analysis to improve products, services, and overall customer experience within the Sanlam Corporate Cluster.

KEY RESPONSIBILITIES

• End-to-end Complaints Management, including but not limited to:
• Receive and Document Complaints: Handle customer complaints received via phone, email, social media, or in-person.
• Investigate Issues: Conduct thorough investigations to understand the nature of complaints and gather relevant information.
• Resolve Complaints: Develop and implement effective resolution strategies to address customer issues promptly.
• Customer Communication:
• Maintain clear, consistent and empathetic communication with customers throughout the complaint resolution process.
• Engage with customers to understand their needs and expectations better.
• Collaborate with other Stakeholders, holding other accountable:
• Work closely with other business units to resolve complaints and improve processes.
• Work closely with client experience, product house, marketing, operations, customer service, and project teams to implement continuous improvements based on feedback
• Build internal & external relationships throughout Sanlam Corporate and the Sanlam Group.
• Build external relationships with industry stakeholders.
• Reporting, Monitoring & Continuous Improvements:
• Record, analyse, and track complaints to identify trends, pain points, and areas for improvement.
• Gather customer feedback and compliments (where applicable), to better understand customer sentiments
• Prepare regular reports and presentations on complaint trends and provide recommendations to management. Track customer satisfaction metrics and ensure continuous improvement.
• Quality Management:
• Ensure Compliance: Adhere to company policies and regulatory guidelines related to complaint handling.
• Train Staff:
• Provide training and guidance to staff on handling customer complaints effectively.

Qualifications and experience

• Bachelor’s degree or Undergraduate degree in Law, Commerce, Dispute Resolution, Business, Marketing, or equivalent - NQF 7
• 4 - 6 years proven experience in a customer service or complaints handling role
• Financial services industry exposure is preferred
• Demonstrated experience in working within regulatory and corporate governance environment is advantageous

Knowledge and skills

• Excellent communication skills both written and verbal (English is not negotiable, additional SA official languages will be advantageous)
• Excellent Client Experience and behavioural skills
• Excellent Stakeholder Management skills, both internal and external
• Excellent Time Management skills
• Excellent analytical, data analysis and reporting skills
• Excellent Presentation skills
• Conflict management skills
• Regulatory environment understanding and exposure advantageous.
• Employee-benefits related product exposure is advantageous
• Financial services industry exposure is advantageous

Core competencies

• Client Focus - Building strong customer relationships and delivering customer -centric solutions.
• Drives Results - Consistently achieving results and meets deadlines, even under tough circumstances.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Resilience - Rebounding from setbacks and adversity when facing difficult situations.

Personal competencies

• Self-mastery - Ability to work independently/self-manage, be cognisant of how one shows up in a professional environment and continuously work towards Team goals.
• Tenacious - Determined and persistent in delivering quality customer service while always asserting/advocating for best business and customer practices.
• Analytical - Collecting and analyzing information, problem-solving, and decision making.
• Ensures Accountability - Holding self and others accountable to meet commitments.
• Plans and Aligns - Planning and prioritising work to meet commitments aligned to organisational goals.
• Collaborator and Customer centric - Collaborates with others well and is empathetic towards Customers/Members.