Branch Host

Who are we?Sanlam Developing Markets [SDM] (a wholly-owned subsidiary of Sanlam Life Limited) is one of the top financial services providers in the South African entry-level and emerging middle market. It aims to understand the unique requirements of clients and offers a wide range of simple and affordable financial solutions that cover needs such as funeral insurance, savings for education, life cover and personal accident plans. In terms of the Sanlam Group Governance Policy, SDM is managed by the SA Retail Mass cluster, which is part of the Sanlam Life and Savings cluster within the Sanlam Group. The cluster focusses on retail products, as well as group schemes.PURPOSE OF THE ROLETo contribute to an optimal client experience in SRM Branches through speedy reception and referralsof clients and supporting the Branch Manager with administrative duties.KEY RESPONSIBILITIESBranch reception and client supportGain and maintain an understanding of SRM product ranges.Greet and welcome clients into the Branch. Assume a coordination role to ensure all clients areattended to within allocated SLA timeframes.Conduct an initial screening of client needs and determine an accurate course of action (referral toappropriate 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 allocatedtimeframes) 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. General branch administrationAssume responsibility for coordinating, scheduling and attending to appointments for BranchConsultants 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 stocklevels, arrange repairs or maintenance, order and re-order replenishable items like tea / coffee / printercartages, etc.).Respond to and screen incoming phone calls. Where possible, resolve client queries or escalate clientqueries 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