BRIEF DESCRIPTION:-
The Client Care Representative: Intermediate Funds role involves managing fund exit processes, including fund maturities, retirements, and terminations, while ensuring compliance with Service Level Agreements. The main responsibilities include handling exit requests, addressing client policy needs, and providing effective communication and updates to clients and management. Key requirements include a minimum of 2 years of relevant experience and strong communication skills in English.
Job Title: Client Services Specialist: Intermediate Funds Company: Sanlam Group
Description
Purpose of the Role
Specializes in managing fund exit plans.
Output/Core Tasks
- Handle fund exit processes and related correspondence requests from multiple channels. - Primarily manage the following events (Primary events): Fund maturities and retirements (full proceeds), Fund terminations. - Request fund quotes. - Process requests within the stipulated Service Level Agreements (SLA’s) and Level of Assurance (LAD). - Address client policy needs and requirements. - Resolve service requests promptly and effectively to ensure client satisfaction. - Notify clients, funds, and management about case completion via telephone or written communication. - Manage urgent callback requests to clients when necessary. - Provide updates on case completions to clients and management through telephone and/or written communication.
Role Requirements
Qualifications
- Matric/Grade 12. - A relevant business degree/diploma from a recognized institution is advantageous.
Knowledge and Experience
- Minimum of 2 years of experience in administering Cash withdrawals, Maturity Claims, Payment Out Queries, National Credit Act Loans. - Exposure to Financial Intelligence Centre Act 38 of 2001/Party Due Diligence/Risk levels from a termination perspective.
Competencies
- Client Service orientation. - Decision making and problem-solving skills. - Interpretation and reasoning skills. - Analytical abilities. - Interpersonal sensitivity. - Ability to work under pressure. - Good communication skills in English.
Overview of Behavioural Competencies (Levels 1-8)
Communicates Effectively - Level 2 - Developing
- Seeks out others' perspectives and asks pertinent questions. Shares desired information with appropriate context and details when speaking.
Customer Focus - Level 2 - Developing
- Probes deeply into customer needs to uncover less obvious interests or expectations. Consistently goes above and beyond to meet and exceed customer requirements.
Decision Quality - Level 2 - Developing
- Swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to expedite decision making. Confidently and quickly draws on others' expertise.
Ensures Accountability - Level 2 - Developing
- Holds self to high standards and consistently honors policies, procedures, and work requirements. Scrupulously ensures all work is accurate.
Instills Trust - Level 2 - Developing
- Consistently adheres to organizational policies and practices, even when they are unpopular or inconvenient. Builds trust by honoring commitments and being open and honest at work.
Interpersonal Savvy - Level 2 - Developing
- Grasps others' more obvious social cues and responds appropriately; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a diverse range of people.
APPLICATION INFORMATION
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Note: Only shortlisted candidates are contacted.
