Job Description

Build a successful career with usWe'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.What will you do?The incumbent is responsible for providing excellent client services to a portfolio of clients by efficiently managing human capital queries, advice when required, claims and queries and all other medical scheme, gap cover, primary health insurance, loyalty related queries.Key Responsibilities

• Assisting clients with new and existing quotes and advice or comparisons where required
• Provide an effective and efficient administrative channel between clients and service providers.
• Must demonstrate a good understanding of all medical scheme options and benefits, primary care insurance, gap cover and loyalty programs.
• Must provide, multiple query resolutions, ability to communicate in both written and a verbal professional manner.
• Manage escalated admin and other requirements from service providers for clients.
• Assists the Centralised Service Centre with in-bound and out-bound client calls.
• Provide timeous feedback and resolution.
• Assisting with communication via the CRM system to clients
• Keep ongoing records on internal CRM systems.
• Assist clients with the application process, requirements and queries telephonically and/or via e-mail up to resolution.
• Frequent follow up with clients.

Knowledge and Skills

• Knowledge of industry regulations e.g., POPI and TCF
• Experience in managing customer relationships.
• Experience in handling customer complaints.
• Strong knowledge of medical scheme product and processes.
• Strong knowledge of Internal and external processes including service level commitments.
• Knowledge of relevant escalation channels.
• Knowledge in managing and coordinating escalations from HR and other stakeholders.
• Proficiency in Microsoft Office, Word, Excel, Outlook
• Broker tools experience advantageous.

Qualification and Experience

• Regulatory Examination RE5 is required.
• Regulatory Examination RE1 will be advantageous.
• Full Accreditation with the Council for Medical Schemes is required.
• Class of Business Health, no longer under supervision
• Class of Business Short Term personal Lines, no longer under supervision
• Industry related Degree or Diploma NQF level 5 is required.
• 2 to 3 years experience in a similar healthcare environment with Advice and Intermediary services is required

Core Competencies

• Cultivates Innovation by creating new and better ways for the organisation to be successful.
• 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

Behavioural CompetenciesOrganisational Savvy - Maneuvering comfortably through complex policy, process and people related organizational dynamics.
Manages Complexity - Making sense of complex, high quantity and sometimes contradictory information to effectively solve problems.
Drives Engagement - Creating a climate where people are motivated to do their best to help the organisation achieve its objectives.
Business Insight - Applying knowledge of the business and marketplace to advance the organisation's goals.
Displays Care - Showing care and consideration to our clients that extends beyond professionalism.Turnaround timeThe shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.Our commitment to transformationThe Sanlam Group is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.

Sanlam