Client Service Agent

icon building Company : Sanlam Group
icon briefcase Job Type : Full Time

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Job Description - Client Service Agent

Who are we?

MiWay is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way – free from worry and most importantly at peace with all the “what-ifs” of the world. Company values that every employee subscribes to are: Energy, Freedom, Accountability and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to MiWay’s core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then MiWay is the place for you!

Minimum Qualification Required

•    Grade 12/Standard 10/NQF 4  
•    RE5 &  FAIS qualified

Minimum Experience

•    Minimum 3 years Call Centre and administrative experience 
•    Minimum 1-year BI client services experience (Preferably in the Client Services environment)

Competencies Required

•    Excellent knowledge of MiWay Business products and systems
•    Excellent experience on TIA/MIA accounts
•    Knowledge of the Collections Queues and Processes
•    Must be highly proficient in dealing with clients at all levels
•    Understanding of Excel
•    Organized
•    Professionalism
•    Self-disciplined
•    Self-motivated
•    Analytical 
•    Desire to excel
•    Problem solving skills and solution oriented 
•    Flexibility
•    Ability to multi-task and cope with pressure 
•    Attention to detail
•    Excellent administrative skills
•    Good communication skills
•    Able to work flexible hours
•    Customer focus
•    Active listening skills
•    Results oriented         
•    Teamwork
•    More than one language (Afrikaans will be advantageous)
•    Good attendance record a must

What will you do?

Responsible for inbound/outbound telephonic communication with client base. Ensures the quality of service exceeds customer expectations and establishes constructive relationships with client base. Utilises IT system accurately and ensures that all queries are answered effectively. Refers calls to appropriate departments only if unable to solve query appropriately. Provides accurate product information to clients in line with standards and protocols.

Knowledge and Skills

Customer Service

Team Support


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 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.

Core Competencies

Cultivates innovation - Contributing dependently

Customer focus - Contributing dependently

Collaborates - Contributing dependently

Being resilient - Contributing dependently

Drives results - Contributing dependently

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. Deadline to apply: 14 June 2024.

Our commitment to transformation

At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.

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