SANLAM: Contact Center Agent

  • Permanent Junior EE position
  • Rosebank, Gauteng
  • Closing : 25 August 2018

About the Position

What will you do?

Receive client queries and complaints
Handling >75 calls per day with an average handling time of 286 seconds ( 65 inbound and 10 outbound minimum)
Actions are in place to reduce number of cancellations ( work with back office to reduce number of cancellations)
Assist with Adhoc Projects
Feedback is given and agreed with clients
Displaying positive attitude towards stakeholders and colleagues
Recorded compliments received from clients
Client queries resolved within agreed timelines
Client queries escalated to next level of expertise
Improved 1st call resolutions when handling queries
Perform operational transactions
Ensure that 100% of work(policy information and alterations) is accurately processed within agreed SLA
Processing of Policy changes per day
Processing of Policy information requests per day
Handling client emails within the agreed SLA
Achieve > 92% on all evaluation transactions
Ensure that work complies with set standards (100% interactions logged timeously and accurately on Athena and Pavlov)
Adherence to Product Spec rules
Adherence with Contact Centre and HR policies and procedures ( Working Hours and Attendace)
Adherence to all SOP’s (Death Claims, policy changes, Non-risk Claims, Complaints etc)
100% attendance of scheduled training on product, process and systems
A pass rate of 90% achieved on all product assessments
100% competence on all systems
Ensure error rate of 1% on all interactions
Desired Skills

COP is an advantage
At least 2 years’ experience in client service or Call Centre environment preferable within financial sector
Computer literacy
MS Office
Basic Insurance understanding
Be able to speak English
Afrikaans and at least two African Languages
Product knowledge
A good understanding of TCF principles

Desired Work Experience

2 to 5 years Call Centre Operator
Desired Qualification Accreditation

Grade 12 / Matric
About The Employer

Sanlam is one of the leading financial services providers in the South African entry-level market. We’re in the business of planning for tomorrow. The never-ending pursuit of meticulously crafting our clients’ futures. We do this by truly appreciating the value of money and turning the materials we’re given into something more. It’s our trade and it is something we are passionate about. It’s what makes us Wealthsmiths™.
As Wealthsmiths™ 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.

Sanlam Values
The ability to demonstrate, understanding and apply our Sanlam values is embedded in all roles. Applicants must exhibit their commitment to the values as part of the application process.

Lead with courage
Serve with pride
Care because we respect each other
Act with integrity & accountability
Grow value through innovation & superior performance

Employer & Job Benefits

Medical Aid
Pension fund


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