16 Mar The smile behind the emoji
Salt EB’s culture is based on Going The Extra Smile, quite refreshing for a serious but very human player in South Africa’s pension fund administration sector.
Salt EB has 620 000 members, processes 15 000 claims on average each month, and about 35 000 queries are resolved by its call centre every month. Given these volumes, it would be understandable that providing optimal client service is a challenge but nonetheless, the mark of success is based on how many members are smiling after engaging with Salt EB.
There are many factors beyond Salt EB’s control which can impact on optimal client service such as not being able to trace beneficiaries because of inaccurate or absent contact details of beneficiaries, disputes from excluded beneficiaries, claim forms completed incorrectly or delayed payments by employers among others, among others. It becomes even more important that Salties – our Salt EB employees – do their very best to assist members in stressful times, which could include retrenchment.
“Despite the challenges, the aim is that any engagement with a member should end with a smile. Stacked behind our emoji are the enablers of that smile – trained and motivated Salties, continuous staff development, relevant products and services, our infrastructure, cutting-edge technology, and streamlined processes. The Salt EB smile converts complexity into a moment of simplicity – the smile”, says Reshna Ramgovind, Salt EB’s HR & Communications Executive.
Salt EB’s convenient contact points are also something to smile about with call centres, walk-in facilities, mobile units, and digital reach through the user-friendly website and App.
“Appointments are also aligned to making members smile. The recent promotion of Nazlie Seegers to the position of Chief Operations Officer is a case in point. Nazlie has extensive experience in client service and together with her intimate knowledge of processes and administration can only improve our members’ experience”.