Purpose of the Role

The purpose of this position is to effectively deal with customer queries regarding individual insurance and investments.
The promotion of the SanlamAllianz brand through outstanding client service and finalising of policy administration tasks within service level agreement.

What will make you successful in this role

Handling of client enquiries effectively and timeously within service level agreement;
The promotion of the SanlamAllianz brand through outstanding client service
Effective administration of workflow
Processing of claims and maintenance of policies
Meet the rules of compliance.

Knowledge and Skills

Absolute proficiency in English (verbal and written);
One local Namibian language will be an added advantage
Product knowledge and operating systems of all products on Legacy, SanlamAllianz Affluent products; Entry Level Market products and SanlamAllianz Funeral on Thought Express (TE) and Santam Product, Class and Regent.
Unit Trust forms completion and basic understanding of system & products.
Basic understanding of SanlamAllianz Personal Portfolio (SP2) and SanlamAllianz RSA life insurance products
Computer literate: Microsoft Office; Outlook
Behavioural Skills
Communication Skills.

Overview of Role Responsibilities (Level 1-13)

Operational Compliance- Level 3 - Process Specialist
Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Insurance Policy Administration- Level 3 - Process Specialist
Enter new and updated customer and policy information into the relevant systems and set up premium collections, liaising with the customer and/or salesperson and/or agent to clarify incomplete and potentially inaccurate information and referring unresolved issues to others.

Insurance Policy Information - Level 3 - Process Specialist
Explain product status, features, and benefits, responding to customer questions to ensure that relevant information is provided; refer unresolved issues to others.

Operations Management- Level 2 - Process Operator
Carry out operational tasks by following established processes. May involve adjusting basic settings or parameters in order to meet performance standards.

Document Management- Level 3 - Process Specialist
Create, organize, and maintain files containing the correspondence and records of a senior colleague.

Required Skills

Policy and Regulation - Basic
Works at a basic level to interpret and apply knowledge of laws, regulations and policies in area of expertise. Typically works under close supervision.

Insurance Principles and Practice - Basic
Works at a basic level to use and apply the core principles of insurance. Typically works under close supervision.

Data Management - Insurance - Intermediate
Works at an intermediate level to collect, store, and manage insurance-related data for accurate analysis, reporting, and compliance with industry standards. Typically works with guidance.

Document Management - Intermediate
Works at an intermediate level to use document management tools to manage, view, organize, and store documents. Typically works with guidance.

Transaction Integrity Management - Basic
Works at a basic level to maintain the accuracy, security, and compliance of transactions, ensuring reliable transaction records and safeguarding against fraud and errors. Typically works under close supervision.

Digital Literacy - Intermediate
Works at an intermediate level to understand, evaluate, use, and engage with digital technology and information, as well as create and share digital content, while being aware of essentials like safety, privacy and ethical considerations. Typically works with guidance.

Qualification and Experience

School leaving certificate;
Minimum 3 years relevant experience in a client service environment
Experience in the life insurance industry will be an added advantage.

Managerial Experience

Not applicable

Required Behavioural Competencies