Call Centre Consultant – Santam Travel Insurance
Vacancy Overview
Company: Sanlam Group / Santam Travel Insurance
Position: Call Centre Consultant
Location: Illovo, Sandton, Gauteng
Employment Type: Full-Time
Industry: Financial Services / Short-Term Insurance
Work Environment: Inbound Call Centre
Posted: 31 August 2026
About the Opportunity
Santam Travel Insurance, part of the Sanlam Group, is seeking a Call Centre Consultant to join its team based in Illovo, Sandton, Gauteng.
The successful candidate will work in an inbound call centre environment, interacting directly with clients and assisting them with travel insurance products and related services. The role combines customer service, insurance sales, administration, and query resolution, making it suitable for an experienced call centre professional with an interest or background in the financial services and travel insurance industries.
The consultant will be expected to provide accurate information about insurance products and benefits, assist customers with their enquiries, process relevant documentation, and market or sell short-term insurance products to clients and intermediaries.
Key Responsibilities
The Call Centre Consultant will be responsible for:
- Interacting with clients telephonically and, where required, face-to-face.
- Operating effectively within an inbound call centre environment.
- Marketing and selling short-term insurance products to clients and intermediaries.
- Maintaining strong and up-to-date product knowledge.
- Providing clients with accurate and factual information about products and benefits.
- Ensuring that all advice and information provided complies with the requirements of the Financial Advisory and Intermediary Services (FAIS) Act.
- Handling customer enquiries professionally and efficiently.
- Resolving both verbal and written customer queries.
- Processing and administering insurance-related documentation.
- Assisting with policies, endorsements, quotations, and supporting documentation.
- Maintaining excellent customer service standards throughout every interaction.
- Demonstrating professional telephone etiquette.
- Communicating clearly and effectively with customers and colleagues.
- Providing ad hoc administrative and operational support to management and the sales team when required.
- Ensuring information is captured accurately and processed within required timeframes.
- Identifying customer needs and recommending appropriate products or services.
- Working towards achieving sales and service objectives.
Minimum Qualifications and Experience
Applicants should meet the following requirements:
- Minimum Matric / Grade 12.
- RE5 qualification is required.
- 3 years’ experience in a call centre environment.
- Suitable equivalent FAIS accreditation and RE1 will be advantageous or required where applicable for candidates who have previously worked in the financial services industry.
- Previous experience in insurance, financial services, or travel-related environments will be beneficial.
Candidates should have sufficient experience to confidently interact with customers, understand their needs, explain insurance products, and handle queries within a regulated financial-services environment.
Knowledge and Skills
The ideal candidate should possess:
- Strong computer literacy.
- Proficiency in Microsoft Excel, Word, and Outlook.
- Excellent written communication skills.
- Strong telephone communication skills.
- Good interpersonal and relationship-building abilities.
- A strong command of the English language.
- Excellent customer-service orientation.
- Strong attention to detail.
- Ability to work effectively under pressure.
- Good problem-solving abilities.
- Ability to gather and process information accurately.
- Strong understanding of insurance products and benefits.
- Good understanding of the travel industry.
- Ability to work within established processes and regulatory requirements.
- Outbound call centre experience will be advantageous.
Personal Competencies
The successful candidate should demonstrate strong:
- Client Service Orientation – consistently providing professional and helpful service.
- Problem Solving – identifying issues and finding practical solutions.
- Decision Making – making appropriate decisions within company procedures.
- Resilience – remaining professional and effective in a busy call centre environment.
- Handling Information – managing customer and policy information accurately and confidentially.
- Gathering Information – asking appropriate questions and obtaining the information needed to assist customers.
- Oral Communication – communicating clearly and confidently with clients and stakeholders.
Ideal Candidate Profile
This opportunity would suit an experienced call centre consultant or agent who is confident speaking to customers, enjoys sales and service, and understands the importance of accuracy in a regulated financial-services environment.
Candidates with 3 years of call centre experience, an RE5 qualification, and knowledge of insurance or travel products will be particularly well positioned for the role.
The successful candidate should also be comfortable working with computer systems, handling customer documentation, resolving queries, and meeting service and sales expectations.
Work Location
📍 Illovo, Sandton, Gauteng
The role is based within Santam Travel Insurance’s call centre operations and involves regular interaction with customers through telephone and other communication channels.
Application Information
Applicants should ensure that their CV clearly reflects their relevant call centre experience, qualifications, insurance knowledge, and any applicable FAIS/RE qualifications.
Key requirements to remember:
- Matric
- RE5
- 3 years’ call centre experience
- FAIS accreditation/RE1 where applicable
- Strong MS Office skills
- Excellent communication and customer-service skills
- Understanding of the travel industry advantageous
Company: Sanlam Group / Santam Travel Insurance
Role: Call Centre Consultant
Location: Illovo, Sandton, Gauteng
Employment: Full-Time
Posted: 31 August 2026