Client Engagement Adviser 1

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

Job summary

Santam is seeking a Client Engagement Adviser to join its team in Cape Town. The role focuses on delivering world-class service in a call centre, capturing client information, and processing requests in line with service standards.

The incumbent will work in a client-centric environment, handle both telephonic and written correspondence, and strive to meet SLAs while maintaining excellent time management. Afrikaans fluency and 5–7 years’ experience in customer service are preferred.

Qualifications

• Grade 12/Matric required.
• NQF4 Short Term Insurance qualification required.
• RE5 regulatory exam advantageous.

Responsibilities

• Accurately capture client information on the relevant system.
• Execute client requests within the agreed timeframes, quality standards and legislation.
• Handle all administrative tasks according to agreed standards and turnaround times.
• Engage with clients in a client-centric manner.
• Ensure accurate completion of client requests and follow up to resolve queries timeously.
• Provide effective, efficient and professional service telephonically and in writing.
• Meet and exceed service level agreements and targets.
• Demonstrate excellent time management and productivity.

Skills

Customer service

Verbal and written communication

Attention to detail

Work under pressure

Self motivated

Afrikaans speaking

Administration

Education

Grade 12/Matric

NQF4 Short Term Insurance

RE5 regulatory exam advantageous

Job description

CAREER OPPORTUNITY

An exciting permanent opportunity has become available within Santam Client Solutions for a Client Engagement Adviser to join the team. The successful incumbent will be based at our offices in Tygervalley, Cape Town.

WHAT WILL YOU DO?

The Client Engagement Adviser will offer world class products and services to clients, whilst achieving targets related to quality, productivity and compliments in a call center environment.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Accurately capture client information on the relevant system.
• Execute client requests within the agreed timeframes, quality standards and legislation.
• Handle all the administrative tasks according to agreed standards and turnaround times.
• Engage with client in a client centricity manner.
• Ensuring accurate completion client requests and follows up to ensure queries are resolved timeously, as per service level agreement.
• Providing effective, efficient and professional service to all our clients and offices, both telephonically and through written correspondence.
• Ensuring client service level agreements are met and exceeded.
• Excellent time management skills.
• Consistent achievement of agreed productivity

Qualifications And Experience

• Grade 12/ Matric
• NQF Level 4 Qualification in Short Term Insurance
• Regulatory Exam (RE 5) advantageous
• 5 -7 years of experience in Customer Service (Preferable within Short-Term Insurance)
• Afrikaans speaking
• Willing to work shifts as well as overtime

Knowledge And Skills

• Customer service
• Strong verbal and written communication skills
• Attention to detail
• Ability to work under pressure
• Self motivated
• Administration

PERSONAL ATTRIBUTES

• Customer focus
• Drives results
• Cultivates innovation
• Being resilient
• Collaborates

Specific Requirements

There will be a probationary period of three (3) months, which consists of the following two phases:

• There will be a six (6) week training period after which your knowledge will be assessed; and
• On the job evaluation phase during with progress will be measured against your ongoing ability to meet s set target.

Who We Are

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.

Our success is rooted in our passion for our clients and everything we do is centered on our delivering client’s freedom from worry. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.

At Santam we are committed to transformation and embracing diversity. 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. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.