Service Consultant

What will you do?

Responsible for administration and client service of Personal and Commercial lines policies. 

What will make you successful in this role?

Manage policy endorsements, renewals, and new business transactions accurately and within agreed service standards
Process policy amendments, quotations, renewals, and cancellations on insurer and CRM systems
Review policy documentation to ensure accuracy, compliance, and alignment with client instructions and underwriting requirements
Communicate policy changes, renewal terms, premium adjustments, and insurance documentation to clients in a timely manner
Follow up on outstanding premiums, unpaid debit orders, and policy cancellations while seeking client retention opportunities
Provide professional support to clients by resolving enquiries, complaints, and account-related queries effectively
Maintain accurate client records and audit trails through comprehensive CRM documentation and file management
Liaise with insurers, brokers, finance teams, and other stakeholders to ensure efficient policy administration and service delivery
Ensure compliance with regulatory requirements, company policies, underwriting guidelines, and FIA standards
Support monthly reporting requirements and contribute to continuous process and service improvement initiatives
Assist with claims-related policy amendments, cover confirmations, and other administrative duties as required
Deliver exceptional customer service by upholding the company's service values, client service charter, and brand standards

Qualification and Experience

School Leaving Certificate
Introductory Programme in Short-Term Insurance (NQF Level 4)
Minimum of 3 years' experience in the short-term insurance industry

Knowledge and Skills

Full proficiency in English (verbal and written); knowledge of an additional local Namibian language will be a competitive advantage
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
Strong interpersonal, communication, and relationship management skills
Ability to resolve client complaints, disputes, and conflicts professionally
Sound knowledge of insurance policy wordings, underwriting principles, and insurer systems
Proficient in CRM systems and policy administration processes
Strong analytical, planning, and organisational skills
High level of accuracy, attention to detail, and professionalism
Customer-focused with a commitment to delivering excellent service and achieving results
Ability to follow procedures, maintain compliance, and uphold organisational values
Strong cross-functional awareness and stakeholder collaboration skills
Ability to work effectively in diverse and multicultural environments
Assertive, proactive, and able to prioritise competing demands
Capable of working independently and performing effectively under pressure

Personal Attributes

Core Competencies

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 five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Turnaround time

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.