27 Oct No ‘we’ or ‘them’. Just ‘us’.
Salt EB strives to provide quality service to our members but sometimes we admittedly slip. We’re also very reliant on our clients helping their employees to complete claim forms accurately, and the timeous receipt of benefit values from the investment companies managing the funds.
When every element of the Employer – Investment Manager – Salt Employee Benefits chain is not perfectly accurate, beneficiaries can experience delays in payment, although this is not the norm.
What drives us?
On such occasions, we do understand the frustration and even anxiety that a beneficiary may feel. Our aim is to make our members smile, and this drives our operational processes, technology, training, and staff performance management.
Truly connecting.
We wanted to take our interaction with members a step further. We looked for a way for our staff to truly connect with how our members felt when they were at their most vulnerable. Examples are claiming benefits of a member who has passed so that they can feed hungry mouths. Or a member who has been retrenched and needs their benefits to live on.
About compassion.
It’s all about having compassion, the ability to put yourself in the shoes of others. You can only really do this when you can reflect on how you felt when you were at your most vulnerable. Because how you felt then is how our member or their beneficiary is feeling when they contact us with a claim.
Just ‘us’,
We took our Salties – our staff – on an emotional journey which helped them to recall how they felt when they were at their most vulnerable. The outcome was the realisation that there is no ‘we’ or ‘them’, just ‘us’.
Reshna Ramgovind
Head HR & Communications.
salteb.co.za
RamgovindR@salteb.co.za