Client Care Administrator

What will you do?

Santam’s Client Care Department has a position available for a Client Care Administrator . The position will be based at Santam in Bellville, Cape Town.

What will you do?

The Client Care Administrator will provide support of a complaints administrative nature and assist the Santam Client Care Department in attending and resolving service complaints received in writing or telephonically.  This will range from complex to simple activities including but not limited to logging of service complaints and attending to telephonic complaints received via the avaya complaints line and from the complaints mailbox , administration, processing, clerical duties, personal assistant duties, claims data gathering, fault logging, record keeping.

What will make you successful in this role?

Key Responsibilities

• Receive telephonic and  mailbox complaints, log complaints on Microsoft  CRM system, investigate  and resolve service complaints
• Manage service level agreements with business
• Provides administrative support duties to the team and department and ensure information is channelled and recorded as required
• Participate in ad-hoc projects and improvements
• Ensure adherence to various policies, legislature requirements
• Deliver first time right service excellence
• Administrative support functions
• Channelling of Client complaints and compliments
• Handling of complaints calls 
• Handling of overflow of complaints, manage end to end process on an ad-hoc basis
• Strong knowledge of analysing and compiling statistical information.
• Prepare standard management information reports with relevant data to aid department decision-making
• Conduct general financial reconciliation activities 
• Understanding of schedules, calendars and diaries of individuals or groups
• Ability to compile complex documents, develop templates, consolidate information

Qualification and Experience

• Matric/ Grade 12
• A qualification in Administration and customer experience (advantageous)
• Advanced computer proficiency (MS Office: Excel, Word, Power Point, Qlikview) 
• 3 -5 years’ experience in the administration field
• A minimum of 2-3 years’ in the short term insurance 

Knowledge and Skills

• Proficient in both English and Afrikaans
• Capacity management and planning
• Excellent interpersonal, communication and networking skills
• Analytical and problem-solving skills
• Time Management Skills
• Planning and execution skills
• Insurance process knowledge
• Ability to work under pressure
• Insurance product knowledge
• Teamwork Skills
• Process improvement skills
• Strong verbal and written communication skills
• Conflict Resolution
• Listening and understanding skills
• Strong attention to detail
• Strong client service orientation

Competencies

• Analytical thinking 
• Information seeking 
• Drive for results
• Organisational commitment 
• Teamwork and cooperation
• Customer service orientation

Our commitment to transformation

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. 

Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees. 

At Santam we are 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. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.