Client Care Representative: Call

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.

As we Live in Confidence™, we believe in creating and cultivating a positive, energised working environment that gives you every opportunity to achieve success. Sanlam is 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 as well as people with disabilities.

What will you do?

• The Call Centre agent is responsible to effectively deal with all client calls investigating and ensuring resolution of client policy service enquiries.
• Its core function is to provide a professional and effective services to brokers, advisors and clients, meeting their expectations, particularly in terms of quality and timelines in compliance with the company and legislation standards.
• Update client personal details where relevant.
• Provide clients and intermediaries with requested documentation related to their benefits,maturity claims and plan cancellations.
• Abide to Financial Intelligence Centre Act / Financial Advisory and Intermediary Services Act and Party Due Diligence Legislation when verifying clients to prevent fraud.
• Alter debit order dates and assisting with debit order related queries.
• Assist with policy services queries related to overpaid premiums, refunds, reinstatement, lapses, alteration quotations, stop orders, cash payments and beneficiaries on plans.
• Navigate our Client Relationship tools and systems in search of client data.

What will make you successful in this role? Qualifications Role Requirements:

• Matric/Grade 12
• A diploma or degree from a tertiary institution will be an advantage.

Knowledge

• You must have a minimum of 2 years’ experience operating in an inbound Call Centre as a Client Service Representative.
• Competent with the administration of life covers, retirement annuities, savings plans and investments.
• Life insurance telephonic customer service experience.
• Experience in assurance administration.
• Ability to communicate in English is a requirement.
• The ability to communicate in more than one language is an advantage.
• Must exceed the business performance standards.

Competencies

• Must have passion for customer services over the telephone
• Strong verbal and written communication skills
• Aptitude to identify and solve problems
• Capacity to manage information
• Very good Interpersonal skills
• You must have Integrity and hold respect for others
• Must have effective simultaneously navigating skills on computers/systems while interacting with clients on the phone.

Knowledge And Skills Customer Service

Administration

Quality, compliance and accreditation

Team Support

Personal Attributes Communicates effectively - Contributing independently

Action orientated - Contributing independently

Situational adaptability - Contributing independently

Optimises work processes - Contributing independently

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.

Core Competencies Cultivates innovation - Contributing independently

Customer focus - Contributing independently

Collaborates - Contributing independently

Being resilient - Contributing independently

Drives results - Contributing independently

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: 21 June 2026 Our commitment to transformation 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.