Intermediary Support Assistant: Retentions Specialist: SanlamConnect East Coast : Umhlanga

What will you do?

This is an administrative support position that reports directly to an Operations Manager in the region.The ISA role is there to render support and administration to Sanlam intermediaries and regional sales management.

A client retention specialist's job is to work with clients and intermediaries to increase brand loyalty and revenue. In particular, client retention specialists focus on retaining existing businesses by delighting customers and finding solutions.

Client retention refers to a company's ability to turn customers into repeat buyers and prevent them from switching to a competitor. It indicates whether your product and the quality of your service pleases your existing customers.

•    Negotiate with clients to renew contracts and retain business.
•    Address client concerns and provide solutions to continuously improve retention. 
•    Proactively contact active clients to enhance customer retention and provide support to intermediaries
•    Build positive working relationships with intermediaries and with clients for repeat businesses.
•    Ensure a high level of client satisfaction through proactive support and active listening
•    Provide internal feedback on how to improve client retention
•    Analyse client account trends to continuously improve retention.
•    Assist with other administrative tasks as needed

What will make you successful in this role?

Qualification & experience 

•    Grade 12 or equivalent qualification
•    A relevant tertiary qualification would be advantageous

Knowledge and skills 

•    A minimum of 2 years relevant administrative experience within the financial services industry is preferred  
•    Prior experience in client support, resolution or client contact Centre experience will be beneficial
•    Insurance product experience and knowledge of relevant quotation processes and systems is preferred

Personal qualities 

•    Excellent customer service skills.
•    Strong conflict resolution skills.
•    In-depth knowledge of sales and marketing knowledge.
•    Ability to remain calm and professional in stressful situations.
•    Advanced communication and interpersonal skills.
•    Empathy and patience.
•    Cultivates Innovation
•    Client Centricity 
•    Drives Results
•    Collaborates
•    Flexibility and Adaptability
•    Plans and Aligns
•    Communicates Effectively
•    Action Oriented
•    Optimizes Work Processes
•    Treating Customers Fairly

Process 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 29 June 2026.

The recruiter reserves the right to withdraw the advertisement prior to the closing date or to allow further applications to be submitted after the closing date indicated.  

Turnaround times

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.  

Our aim is to help you 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 realise their worth. Through its business clusters – SanlamConnect, Sanlam Emerging Markets, Sanlam Investments, Sanlam Corporate Santam, Miway, as well as the Group Office – the group provides many opportunities for growth and development.