Administrator at Discovery Limited

Key Purpose

To attend to applications, incoming e-mails and calls from policyholders, financial advisors, franchises and other companies relating to Legal Transfers. Legal transfers are regarded as Directive 135, Section 14, Divorce Transfers and Death Transfers etc. according to the Pension Funds act, the Long Term Insurance Act, the Taxation Laws amendment act and the Income tax act, notwithstanding any other acts not mention but relevant to the Pension funds.

Meeting minimum volumes required to be completed and taking part in team improvement.

The position is also not limited to what is mentioned above.

Areas of responsibility may include but not limited to

• Data capturing and processing of transfer applications within the agreed service levels

• Answering inbound calls from all stakeholders within the agreed service levels

• Making outbound calls to all stakeholders

• All general correspondence including outstanding requirements and queries

• Dealing with queries through to resolution

• Logging all queries and keeping clients updated with query resolution process

• Completing administrative tasks in keeping accurate detailed records of all queries / correspondence

• Routing queries to the correct department where relevant

• Dealing with irate customers

• Service perception survey reporting and feedback

• To develop or suggest improvements to processes or systems

• To keep up to date of product developments in order to provide advise across various products

• Coordinating own and team’s administration

• Working according to set targets and ensuring that customer satisfaction is constantly attained

• Dealing with escalated calls and queries where the core consultant could not provide first time resolution

• Attending to walk-in clients

• Assist with system change testing from time to time where applicable

• Service level maintenance which may require working late from time to time

Personal Attributes and Skills

• Makes prompt, clear decisions, based on knowledge and not giving advice

• Takes responsibility for actions and projects

• Takes initiative, acts with confidence and works under own direction, Initiates and generates activity

• Upholds ethics and values. Demonstrates integrity

• Promotes and defends equal opportunities, builds diverse teams

• Encourages organisational and individual responsibility towards the community and the environment through our Corporate Social commitments

• Establishes good relationships with customers and staff

• Builds wide and effective networks of contacts inside and outside the organisation

• Relates well to people at all levels

• Makes a strong personal impression on others

• Gains clear agreement and commitment from others by persuading, convincing and negotiating. Promotes ideas on behalf of self or others

• Manages conflict. Makes effective use of political processes to influence and persuade others

• Analyses numerical data, verbal data and all other sources of information

• Breaks information into component parts, patterns and relationships

• Probes for further information or greater understanding of a problem

• Makes rational judgements from the available information and analysis

• Produces workable solutions to a range of problems. Demonstrates an understanding of how one issue may be a part of a much larger system

• Focuses on customer needs and satisfaction

• Sets high standards for quality and quantity

• Monitors and maintains quality and productivity

• Works in a systematic, methodical and orderly way. Consistently achieves project goals when volunteered to take part

• Appropriately follows direction from others

• Follows procedures and policies

• Keeps to schedules

• Arrives punctually for work and meetings

• Demonstrates commitment to the organisation

• Complies with legal obligations and safety requirements of the role

• Adapts to changing circumstances. Accepts new ideas and change initiatives. Adapts interpersonal style to suit different people or situations. Shows respect and sensitivity towards cultural and religious differences. Deals with ambiguity, making positive use of the opportunities it presents

• Works productively in a high-pressure environment. Keeps emotions under control during difficult situations. Balances the demands of a work life and a personal life. Maintains a positive outlook at work. Handles criticism well and learns from it

Education and Experience

• 2 years’ experience in the financial services industry (LISP)

• Call centre experience

• Matric

• Excellent verbal and numeric ability

• Excellent communication skills and comprehension

• Computer Literacy in the following:

  • MS Outlook

  • MS Word

  • MS Excel

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.