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Customer Service Consultant (QAC)

Date:  7 Aug 2026
Location: 

Johannesburg, Gauteng, ZA

Company:  Sanlam Group

Who are we?

MiWayLife is dedicated to supporting, growing and empowering clients with affordable, simple, and suitable solutions, primarily through telephonic and digital intermediary channels. We have sales agents, all dedicated to meeting the financial needs of our clients and prospective clients.

MiWayLife’s vision is to establish a world-class direct financial service business that seeks to:

  • offer its clients excellent service, superior value products, and fair treatment always;
  • be an employer of choice; and
  • play a meaningful role in the transformation of the Financial Services industry.

 

MiWayLife’s culture is values-based and is built around the pillars of Accountability, Attitude, Energy Freedom and Professionalism. We are a family of vibrant and energetic free-thinkers, constantly looking to innovate and disrupt.

What will you do?

This is an administration position that reports to the Team Leader: Customer Service. The role is responsible to provide customer centric service engagement (both inbound and outbound) for MWL policyholders.

This responsibilities for this role are: 

 

  • Policy Changes/amendments
  • Premium changes
  • General queries
  • Billing/collection changes
  • Claims notifications
  • Cuddle calls
  • Persal mandates
  • Debi check mandates
  • Complex account and/or escalated queries
  • Online client support
  • Multi-tenant support
  • QAC
  • Recaptures
  • Cover increases
  • Special projects
  • Wills campaign

What will make you successful in this role?

Qualification & experience

 

  • Grade 12 or equivalent
  • 4 -5 years’ experience in a client service or sales serving role (preferably in long term insurance)
  • A proven track record in QA (minimum average of 85%)
  • Experience with the financial services environment

 

Knowledge and skills

 

IT:

 

  • MS: Office (Excel, Word, Outlook)
  • MS: Teams
  • Ntinga
  • Google Docs

 

Business:

 

  • Financial services industry knowledge (intermediate)
  • Financial services product knowledge (intermediate)
  • Policy/contract knowledge (intermediate)
  • Billing and collections (incl. Persal/Debitec) (intermediate)
  • Claims and underwriting processes (intermediate)
  • Client centricity/experience practices (basic/intermediate)
  • Sales processes/calls (intermediate)
  • Call centre operations knowledge (intermediate)
  • SLA (intermediate)
  • Underwriting processes (intermediate)
  • Quality assurance processes and practices (intermediate)

 

Personal attributes

 

  • Client service and centricity orientation
  • Relationship builder
  • Good communicator (phone and written)
  • Quality orientation/attention to detail
  • Problem solver
  • Able to deal with conflict/difficult people in a professional manner
  • Planning and organising orientation
  • Action orientated

Qualification and Experience

Grade 12 with 3 to 4 years related experience.

Knowledge and Skills

Services Knowledge
Reporting and Administration
Business Processes
Customer Service
Quality, compliance and accreditation

Personal Attributes

Communicates effectively - Contributing dependently
Decision quality - Contributing dependently
Action orientated - Contributing dependently
Optimises work processes - Contributing dependently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realize their worth.

Core Competencies

Cultivates innovation - Contributing dependently
Customer focus - Contributing dependently
Drives results - Contributing dependently
Collaborates - Contributing dependently
Being resilient - Contributing dependently

Turnaround time

Due date for applications

 

If you meet the above criteria, and you are interested in applying for this role please submit your CV.

The closing date for applications is 14th August 2026.

Note though that the recruiter reserves the right to withdraw the advertisement prior to the closing date, or to allow for further applications to be submitted after the closing date indicated. 

 

Turnaround times

 

The time taken to complete this process depend on how far you progress and the availability of managers. 

Our commitment to transformation

MiWayLife is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. 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.

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