Client Relations Consultant

Sanlam; Cape Town; On-site; ZAR 300,000 - 400,000; Full time

Job summary

Join Glacier by Sanlam as a Customer Service Specialist where you'll manage client complaints with integrity and professionalism. This role requires strong analytical and communication skills, with a focus on providing outstanding service that meets regulatory standards. Your experience in finance or insurance will be invaluable as you navigate client relationships and help drive results in a supportive environment dedicated to your career growth.

Qualifications

• At least 3 years' experience handling written complaints in the life insurance environment.
• Strong understanding of investment products and TCF legislation.

Responsibilities

• Resolve client complaints and provide high-quality communication.
• Conduct root cause investigations and gather stakeholder information.
• Consult with internal and external adjudicators on specific complaints.

Skills

Client focus

Analytical skills

Exceptional communication skills

Education

Matric / Grade 12

Relevant financial, communications, or legal qualification

Job description

Who are we?

Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients’ investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries, and pride ourselves on our superior products, solutions, and high-quality service. Our offerings include local investments such as fixed-term investments and investments with guarantees, international investments, retirement savings solutions, and retirement income solutions. Each solution is designed to create and preserve wealth, maintaining the world-class quality and commitment associated with Glacier.

What will you do?

Under general supervision, you will be responsible for a combination of sales and customer service, both proactive and reactive. Your duties will include cross-selling to clients and nurturing client relationships. A background in credit or finance would be advantageous. Good interpersonal skills are essential for success in this role.

What will make you successful in this role?

Job Purpose

To provide high-quality complaints resolution and written communication to clients in line with Glacier standards and legislation such as the Treating Customers Fairly (TCF) guidelines.

Key outcomes

• Resolve complaints to meet client needs and problems in line with TCF outcomes
• Produce written correspondence about technical product information, work processes, and procedures to clients and intermediaries.
• Ensure all communication channels provide comprehensive first-time solutions to client complaints and queries
• Apply and understand relevant legislation, including plain language and TCF principles
• Gather, analyze, investigate, and interpret information received from stakeholders before presenting a solution
• Conduct independent and thorough root cause investigations
• Identify systemic issues and assess their impact on other clients
• Address systemic issues with responsible stakeholders
• Challenge stakeholder feedback, business rules, and processes to develop creative solutions
• Consult with internal and external adjudicators on specific client complaints
• Compile reports on complaints received for clients and intermediaries on a monthly or quarterly basis

Qualifications and Experience

• Matric / Grade 12
• Relevant financial, communications, or legal qualification, or
• At least 3 years’ experience handling written complaints and technical enquiries in a Lisp or Life Insurance environment

Competencies

• Client focus
• Cultivates innovation
• Collaborates
• Resilience
• Results-driven
• Analytical skills (critical thinking, problem solving, research)
• Exceptional communication skills in English and Afrikaans
• Planning, prioritizing, and organizational skills
• Knowledge of economic principles, investment products, and legislation such as TCF
• Negotiation and influencing skills

Attributes

• Assertive
• Honesty, integrity, and respect
• Teamwork
• Can-do attitude
• Performance-driven

Please submit your application by 17 June 2025.

Additional Qualifications and Skills

• Grade 12 with 3 to 4 years related experience
• Knowledge of financial advice, support, compliance, partnership, and network building

Personal Attributes

• Business insight
• Effective communication
• Action-oriented
• Planning and alignment

Build a successful career with us

We’re committed to building strong, lasting relationships with our employees, supporting your career and personal development. The Sanlam Group offers many opportunities for growth through its various business clusters.

Core Competencies

• Cultivates innovation
• Customer focus
• Drives results
• Collaborates
• Resilience

Turnaround time

The shortlisting process begins after the application deadline. The duration depends on the progress and manager availability.

Our commitment to transformation

The Sanlam Group is dedicated to diversity, inclusion, and transformation. We consider our Employment Equity plan and targets during the selection process.