Client Care Representative : Intermediate Funds

Sanlam Limited; Bellville; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Sanlam Limited is seeking a client-focused Administrator to process fund exits and related requests, ensuring timely correspondence and accurate handling of maturities, retirements, and fund terminations. You will manage requests within SLA/LAD, service client needs, and communicate outcomes to clients and management in writing or by phone.

The role requires a minimum of 2 years’ experience in cash withdrawals, maturity claims, and related financial processes, with strong English communication

Qualifications

• Matric/Grade 12 is required.
• Minimum 2 years’ experience administering Cash withdrawals, Maturity Claims, Enquiry on Payments Out, National Credit Act Loans.
• Exposure to FICA/FIC Act 38 of 2001/Party Due Diligence/Risk levels from a termination perspective.

Responsibilities

• Process fund exits and related correspondence requests via various channels.
• Handle primary events: fund maturities and retirements, fund terminations, request fund quotes.
• Process requests within SLA’s and LAD.
• Service clients’ policy needs; resolve service requests with high quality to ensure client satisfaction.
• Communicate case completion to clients/funds/management by phone or in writing; arrange urgent callbacks if required.

Skills

Client service orientation

Decision making

Problem solving

Interpretation & reasoning

Analytical abilities

Interpersonal sensitivity

Pressure management

English communication

Education

Matric/Grade 12

Business degree/diploma (advantage)

Job description

Who are we?

Sanlam Life and Savings (SLS) is focused on serving our retail and corporate clients in South Africa and further developing our strategic advantages in the South African market.Sanlam Life and Savings consists of the following business units Retail Mass, Corporate, Risk and Savings, Glacier and various business enabling functions. The Sanlam Life and Savings Office provides strategic direction, coordination and support to the four clusters, as well as performing governance oversight that includes assurance provided by second line of defense functions in SLS, to enable us to meet our business objectives.

Purpose of the Role

Exits on fund plans.

Output/Core Tasks:

• Process fund exit and related correspondence requests received via various channels.
• Focus mainly on the following events (Primary events)
  o Fund maturities and retirements (full proceeds)
  o Fund terminations
  o Request Fund quotes
• Process requests within the appropriate SLA’s and LAD.
• Servicing of client’s policy needs and requirements.
• Immediate resolution of service requests in a quality manner to ensure client satisfaction.
• Communicates completion of cases to clients/funds/management by telephone or in writing.
• Handles requests for urgent call backs to clients when required.
• Communicates completion of cases to clients/management by telephone and/or in writing

Role Requirements

Qualifications:

• Matric/Grade 12
• Relevant business degree/diploma from a well-recognised institution will be an advantage.

Knowledge and Experience:

• A Minimum of 2 years’ experience administering Cash withdrawals, Maturity Claims, Enquiry on Payments Out, National Credit Act Loans
• Exposure to Financial Intelligence Centre Act 38 of 2001/Party Due Diligence/Risk levels/ from a termination perspective

Competencies:

• Client Service orientation
• Decision making and problem-solving skills
• Interpretation and reasoning skills
• Analytical abilities
• Interpersonal sensitivity
• Ability to work under pressure
• Good communication skills in English

Overview of Behavioural Competencies (Levels 1-8)

Communicates Effectively - Level 2 - Developing
For example, seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking.

Customer Focus - Level 2 - Developing
For example, probes deeply into customer needs to identify less obvious interests or expectations. Consistently goes above and beyond to understand customer requirements and surpass their expectations.

Decision Quality - Level 2 - Developing
For example, swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to speed up decision making. Confidently and quickly draws on others' expertise.

Ensures Accountability - Level 2 - Developing
For example, holds self to high standards and consistently honors policies, procedures, and work requirements. Scrupulously ensures all work is correct.

Instills Trust - Level 2 - Developing
For example, consistently adheres to organizational policies and practices, even when they are unpopular or inconvenient. Builds trust by honoring commitments and by being open and honest at work.

Interpersonal Savvy - Level 2 - Developing
For example, grasps others' more obvious social cues and responds appropriately; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.

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.

Closing Date: 26 October 2026

The 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.