Assistant Complaints Officer - Bellville (6 month contract)

Sanlam; Bellville; On-site; ZAR 300,000 - 420,000; Full time

Job summary

A leading financial services company is seeking a dedicated individual to assist in managing client complaints and build strong relationships with stakeholders. The ideal candidate will possess a deep understanding of customer service and analytical skills, along with relevant qualifications. Join us in providing excellent service while fostering a supportive work environment that values your skills and contributions. This role offers growth opportunities in a company committed to helping employees realize their worth.

Qualifications

• 5 years’ experience in customer service handling complaints within the Financial Services Industry.
• Experience in employee benefits environment advantageous.
• Proficient in English and Afrikaans; knowledge of other African languages beneficial.

Responsibilities

• Assist Complaint Officers in managing and resolving client complaints.
• Liaise with all business units to effectively resolve complaints.
• Record complaints for trend analysis and reporting.

Skills

Customer service skills

Analytical skills

Communication skills

Critical thinking

Education

Grade 12 (National Senior Certificate)

Higher certificate or Advanced National Certificate

Tools

Microsoft Office

Job description

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.

What will you do?

• Assist Complaint Officers to effectively manage and resolve complaints received, in line with guidelines set out in the Sanlam Group Complaint’s Policy
• Be the voice of the client and liaise with all business units to effectively resolve complaints Analytically investigate and respond to all aspects of complaints received
• Effectively communicate and build relationships with all stakeholders (internal and external)
• Accurately record complaints for trend and root cause analysis and reporting
• Pro-actively identify and communicate possible issues to management.
  
  

Qualifications And Experience

• Grade 12 (National Senior Certificate)
• Higher certificate or Advanced National Certificate in related field
• At least 5 years’ experience in a customer service environment, handling complaints, within the Financial Services Industry
• Experience in an employee benefits environment an advantage
  
  

Knowledge and skills

• Customer service skills
• Proficient in Microsoft Office; especially Excel and Word
• Sound knowledge of TCF principals
• Excellent interpersonal and communication skills both written and verbal (English, Afrikaans and any African language)
• Critical thinking skills Financial services knowledge, and knowledge of legislation applicable to the retirement fund industry will be advantageous
  
  

Behavioral Competencies

• Analytical skills
• A detailed investigative ability to integrate and analyse information from various sources
• Rational problem-solving ability
• Effective communication and interpersonal sensitivity in conflict handling
• Strong attention to detail and proactive attitude with a drive to excellence
• Ability to work under pressure, with solid time management skills and ability to work independently
• Ability to analyse and improve processes
• Positive, innovative, energetic, creative and a strong team player
  
  

Turnaround time

The 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.

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