Job Description

Who are we?Sanlam Corporate forms part of the Sanlam Group which offers retail and corporate life insurance, health and investment products in South Africa. Our vision is to be the preferred partner to Corporate and Public Sector by providing an awesome client experience and comprehensive solutions that enable the financial resilience and prosperity of those entities and their employees.We tap into over 100 years of expertise to provide cost-effective Employee Benefits and Healthcare Solutions that enable financial confidence for our members. We enable our clients to make better retirement and risk decisions today through determined and passionate thought leadership and best-in-class people, innovative products and proven processes all designed to help people live a better life tomorrow.We believe in creating and cultivating a positive, energised working environment that gives every individual the opportunity to achieve success by embracing diversity and growing our talent.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, any claims and all other medical scheme, gap cover, primary health insurance and loyalty related queries.Key Responsibilities

• 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 with Call Centre in-bound and out-bound client calls.
• Assists with email inboxes and query logging to the CRM system as and when required.
• Provide timeous feedback and resolution on queries.
• Keep ongoing records on internal CRM systems.
• Assist clients with the application process and queries telephonically and/or via e-mail up to resolution.
• Frequent follow up with clients on open and outstanding requirements.

Qualification and Experience

• Regulatory Examination RE5 is required
• Full Accreditation with the Council for Medical Schemes is advantageous.
• Industry related Degree or Diploma (NQF level 5) is required.
• 2 - 3 years' experience in a similar healthcare environment with Intermediary services is required

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 co-ordinating escalations from HR and other stakeholders.
• Experience in managing customer relationships
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Brokertools experience advantageous

Behavioural Competencies

• Organisational 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.

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.

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 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.

Sanlam