Job Description

Who are we?

SanlamAllianz Namibia is a leading Financial Services Institution, which provides services in the fields of Individual Life Insurance, Group Life Insurance, Unit Trusts and Asset Management. To give substance to its objective to be fully-fledged Namibian Insurer, SanlamAllianz Namibia is increasingly introducing greater financial and technical expertise.

Purpose of the Role

Responsible for providing administrative and sales support to all intermediaries, the Business Development Manager, Junior Business Development Manager, and Distribution Channels.

What will make you successful in this role?

• Upholding Glacier Service Level Agreement
• Attending to and manage all queries and instructions via email and telephone
• Progress tracking off all New Business Cases
• Assisting Clients and Intermediaries with processes and business
• Distribution of all marketing materials (application forms, brochures)
• Attend to all tax certificate queries, issuing and year end recon
• Conduct yearly data quality of clients and intermediaries
• Responsible for upkeep of Distribution lists
• Attending to general day to day and adhoc tasks as communicated by Jnr BDM and BDM
• Assist Junior BDM and BDM with reporting functions
• Assistance with Compliance, Due Diligence and AML-related activities, including support to the AML Officer and the investigation of irregular or suspicious transactions.

Knowledge and Skills

Proficient in English (verbal & written) language skills; and/or additional local Namibian language will be a competitive advantage, etc.

MS Office (Word, Outlook, Excel & Power point), Lotus Notes and Company’s software.

Knowledge of administrative processes

Excellent telephone etiquette

Valid Driver’s license

Overview of Role Responsibilities (Level 1-13)

Customer Service- Level 4 - Process Expert

Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving customer problems.

Product/Service Information- Level 4 - Process Expert

Provide advanced product/service information and respond to basic customer questions about the product/service.

Resolving Customer Issues- Level 4 - Process Expert

Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required. Ensures positive customer interactions during the collections process. Supports Ombudsman investigations by coordinating customer information, responding to complaint queries, clarifying account activities, and assisting in resolving service-related concerns.

Customer Relationship Management (CRM) Data- Level 4 - Process Expert

Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Relationship Management / Account Management- Level 4 - Process Expert

Make calls (by telephone or in person) to allocated customers to maintain and strengthen existing relationships. Act as a first point of contact for resolving customer queries and complaints.

Qualification and Experience

School Leaving Certificate;

1 to 2 years’ experience in a similar role within the investment / collective investment service industry

1 to 2 years’ experience in the LISP environment – should have worked directly with Intermediaries and Distribution Managers.

Required Skills

Masters Service Conversations - Intermediate

Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.

Navigates Customer Challenges - Intermediate

Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.

Builds Customer Loyalty - Intermediate

Works at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works with guidance.

Strengthens Customer Connections - Intermediate

Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.

Customer Service Delivery - Intermediate

Works at an intermediate level to deliver required services to customers to the required standards. Typically works with guidance.

Maintains the Relationship - Intermediate

Works at an intermediate level to cultivate and sustain positive interpersonal connections, fostering trust, collaboration, and effective communication to support enduring professional relationships. Typically works with guidance.

Managerial Experience

Not applicable

Required Behavioural Competencies

Action Oriented

Communicates Effectively

Customer Focus

Manages Complexity

Ensures Accountability

Interpersonal Savvy

Our commitment to transformation

SanlamAllianz Namibia 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 the key components to ensure a thriving and sustainable business in Namibia. SanlamAllianz Namibia Employment Equity plan and targets will be considered as part of the selection process.