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Client Care Representative : Intermediate Funds at Sanlam Group
Sanlam Group
October 17, 2026
Full-time
On-site
Purpose of the Role
Exits on fund plans.
Output/Core Tasks:
Process fund exit and related correspondence requests received via various channels.
Focus mainly on the following events (Primary events)
Fund maturities and retirements (full proceeds)
Fund terminations
Request Fund quotes
Process requests within the appropriate SLA's and LAD.
Servicing of client's policy needs and requirements.
Immediate resolution of service requests in a quality manner to ensure client satisfaction.
Communicates completion of cases to clients/funds/management by telephone or in writing.
Handles requests for urgent call backs to clients when required.
Communicates completion of cases to clients/management by telephone and/or in writing
Role Requirements
Qualifications:
Matric/Grade 12
Relevant business degree/diploma from a well-recognised institution will be an advantage.
Knowledge and Experience:
A Minimum of 2 years' experience administering Cash withdrawals, Maturity Claims, Enquiry on Payments Out, National Credit Act Loans
Exposure to Financial Intelligence Centre Act 38 of 2001/Party Due Diligence/Risk levels/ from a termination perspective
Competencies:
Client Service orientation
Decision making and problem-solving skills
Interpretation and reasoning skills
Analytical abilities
Interpersonal sensitivity
Ability to work under pressure
Good communication skills in English
Overview of Behavioural Competencies (Levels 1-8)
Communicates Effectively - Level 2 - Developing
For example, seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking.
Customer Focus - Level 2 - Developing
For example, probes deeply into customer needs to identify less obvious interests or expectations. Consistently goes above and beyond to understand customer requirements and surpass their expectations.
Decision Quality - Level 2 - Developing
For example, swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to speed up decision making. Confidently and quickly draws on others' expertise.
Ensures Accountability - Level 2 - Developing
For example, holds self to high standards and consistently honors policies, procedures, and work requirements. Scrupulously ensures all work is correct.
Instills Trust - Level 2 - Developing
For example, consistently adheres to organizational policies and practices, even when they are unpopular or inconvenient. Builds trust by honoring commitments and by being open and honest at work.
Interpersonal Savvy - Level 2 - Developing
For example, grasps others' more obvious social cues and responds appropriately; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.
Exits on fund plans.
Output/Core Tasks:
Process fund exit and related correspondence requests received via various channels.
Focus mainly on the following events (Primary events)
Fund maturities and retirements (full proceeds)
Fund terminations
Request Fund quotes
Process requests within the appropriate SLA's and LAD.
Servicing of client's policy needs and requirements.
Immediate resolution of service requests in a quality manner to ensure client satisfaction.
Communicates completion of cases to clients/funds/management by telephone or in writing.
Handles requests for urgent call backs to clients when required.
Communicates completion of cases to clients/management by telephone and/or in writing
Role Requirements
Qualifications:
Matric/Grade 12
Relevant business degree/diploma from a well-recognised institution will be an advantage.
Knowledge and Experience:
A Minimum of 2 years' experience administering Cash withdrawals, Maturity Claims, Enquiry on Payments Out, National Credit Act Loans
Exposure to Financial Intelligence Centre Act 38 of 2001/Party Due Diligence/Risk levels/ from a termination perspective
Competencies:
Client Service orientation
Decision making and problem-solving skills
Interpretation and reasoning skills
Analytical abilities
Interpersonal sensitivity
Ability to work under pressure
Good communication skills in English
Overview of Behavioural Competencies (Levels 1-8)
Communicates Effectively - Level 2 - Developing
For example, seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking.
Customer Focus - Level 2 - Developing
For example, probes deeply into customer needs to identify less obvious interests or expectations. Consistently goes above and beyond to understand customer requirements and surpass their expectations.
Decision Quality - Level 2 - Developing
For example, swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to speed up decision making. Confidently and quickly draws on others' expertise.
Ensures Accountability - Level 2 - Developing
For example, holds self to high standards and consistently honors policies, procedures, and work requirements. Scrupulously ensures all work is correct.
Instills Trust - Level 2 - Developing
For example, consistently adheres to organizational policies and practices, even when they are unpopular or inconvenient. Builds trust by honoring commitments and by being open and honest at work.
Interpersonal Savvy - Level 2 - Developing
For example, grasps others' more obvious social cues and responds appropriately; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.