Branch Host - Umlazi

PURPOSE OF THE ROLE

To contribute to an optimal client experience in SRM Branches through speedy reception and referrals
of clients and supporting the Branch Manager with administrative duties.

KEY RESPONSIBILITIES

1. Branch reception and client support
• Gain and maintain an understanding of SRM product ranges.
• Greet and welcome clients into the Branch. Assume a coordination role to ensure all clients are
attended to within allocated SLA timeframes.
• Conduct an initial screening of client needs and determine an accurate course of action (referral to
appropriate Branch Consultant, or to a department outside of the Branch).
• In case of referrals, provide client with sufficient contact information for the relevant party.
• Adhere to and achieve service SLAs (number of clients assisted / referred / etc. within allocated
timeframes) to ensure a consistent and optimal client experience.
• When relevant, refer client to the self-help portal in the branch. Provide (or where necessary,
coordinate) guidance, and assist the client to navigate through the portal.

2. General branch administration
• Assume responsibility for coordinating, scheduling and attending to appointments for Branch
Consultants and the Branch Manager.
• Collate data and information to support Branch Consultants with reporting.
• Work with Branch Manager and assume a coordination role for Branch maintenance (monitor stock
levels, arrange repairs or maintenance, order and re-order replenishable items like tea / coffee / printer
cartages, etc.).
• Respond to and screen incoming phone calls. Where possible, resolve client queries or escalate client
queries to the right departments / entities / Branch Consultants / Branch Managers.
• Monitor and process incoming e-mails, as well as general mail.
• Receive and coordinate deliveries for the Branch, or staff in the branch.
• Oversee and maintain the Branch waiting area – ensuring brochures and other forms / documentation
are stocked and available.
• Perform any ad-hoc requirements as requested by the Retail Branch Manager.

EDUCATION

• Matric (Grade 12)

KNOWLEDGE AND EXPERIENCE

Knowledge:
• Client service principles
• Knowledge on the Insurance landscape and / or products would be advantageous
• Knowledge of office management systems

Experience:
• 1 - 2 years’ experience in an office coordination / clerical / administrative capacity
• Experience within insurance branches would be an advantage
• Client facing experience in a service environment would be advantageous.

SKILLS AND COMPETENCIES

• Proficient in Microsoft office (especially in Outlook and other office management systems)
• Strong communicator (verbally and in writing)
• Strong customer service orientation
• Conflict management skills would be advantageous (dealing with difficult clients)
• Typing skills essential
• Organising skills
• Adaptable and open to learning

Personal Attributes

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

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. 

Our commitment to transformation