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 and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth. Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier.

Purpose of the Role

To act as a senior customer and client servicing specialist by resolving the most complex or sensitive service matters, analysing complaint and retention trends, and strengthening long-term client value through improvements to journeys, policies, and service models. Ensures compliance with collection policies and procedures. Supports the Ombudsman by reviewing disputed accounts, providing detailed account analysis, explaining collection actions taken, and assisting with resolution recommendations for escalated cases.

To assist High Net Worth intermediaries and internal clients by offering excellent client service and support, and to maintain and grow relationships. This role is based in Cape Town.

Overview of Role Responsibilities (Level 1-13)

Customer Service- Level 5 - Application

Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.

Product/Service Information- Level 5 - Application

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

Resolving Customer Issues- Level 5 - Application

Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required. Ensures compliance with collection policies and procedures. Supports the Ombudsman by reviewing disputed accounts, providing detailed account analysis, explaining collection actions taken, and assisting with resolution recommendations for escalated cases.

Customer Relationship Management (CRM) Data- Level 5 - Application

Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.

Customer Relationship Management / Account Management- Level 5 - Application

Develop and implement a customer contact plan to communicate product launches and engage the customers in relevant sales campaigns. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

The following outcomes will be expected to be achieved by the Client Relationship Consultant: Niche

• Develop trust relationships with a portfolio of intermediaries, Sales and Client Services teams.
• Continuously liaise with High-Net-Worth intermediaries regarding progress or any requirements on pending transactions.
• Apply a technical understanding of internal processes and relevant legislation.
• Suggest ways of improving client service by reporting on trends.
• Make decisions once important information has been gathered and analysed.
• Provide digital guidance and support.
• Handle inbound and outbound calls as per the agreed service level agreement (SLA), e.g. talk time, availability, average time to answer, etc., to manage the holding/active client’s experience on the call.
• Handle emails case by case as per the agreed service level agreement (SLA).
• Ensure that intermediaries and their assistants understand processes and procedures by providing guidance and training to the intermediary panel, including the development of a SMART action plan.
• Answer queries on technical aspects and product rules within Glacier and the industry, to intermediaries.
• Manage workflow and meet contracted deadlines.
• Enhance efficiencies to improve the ease of doing business with Glacier.
• Self-manage by delivering quality service and maintaining service levels.

Required Skills

Masters Service Conversations - Fully Competent

Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.

Navigates Customer Challenges - Fully Competent

Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.

Builds Customer Loyalty - Fully Competent

Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works without supervision and may provide technical guidance.

Strengthens Customer Connections - Fully Competent

Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.

Customer Service Delivery - Fully Competent

Works with full competence to deliver required services to customers to the required standards. Typically works without supervision and may provide technical guidance.

Maintains the Relationship - Fully Competent

Works with full competence to cultivate and sustain positive interpersonal connections, fostering trust, collaboration, and effective communication to support enduring professional relationships. Typically works without supervision and may provide technical guidance.

General Experience

• Experienced practitioner able to work unsupervised (Minimum 3 years)
• A relevant financial qualification will be advantageous, as well as relevant experience in the Linked Investment environment.
• 3 years’ client relationship experience within the financial services industry.
• Knowledge of Contractual and Discretionary products will be to your advantage.
• Valid driver’s licence essential and own reliable car.

Managerial Experience

Not applicable

Education

Undergraduate Degree / Honours Tertiary Degree

Required Behavioural Competencies

Communicates Effectively

Manages Complexity

Ensures Accountability

Customer Focus

Action Oriented

Interpersonal Savvy

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.