Area Manager : Death Investigations at Momentum Metropolitan Holdings Limited

Role Purpose    

• Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.

Requirements    

Experience And Qualifications

• Matric or equivalent.
• COP in Retirement Fund or equivalent qualification.
• Bilingual.
• Multilingual.
• Valid driving license (not endorsed).
• Sound knowledge of Claims policies, procedures, and processes.
• Sound knowledge of business products, associated rules, and legislation.
• 3 to 5 years’ experience in the retirement industry environment.
• 1 to 2 years’ experience in a supervisory and/or management role.

Duties & Responsibilities    

Internal Process

• Liaising with Employers, beneficiaries, and relevant stakeholders (friends, colleagues, neighbours, etc. of the deceased) to clarify details regarding the deceased on death claims allocated for investigation.
• Conduct physical visits to families to investigate and verify information provided by claimants.
• Assist and ensure that claimants have filled in all documentation and provided all necessary supporting documentation.
• Follow up with beneficiaries and members on outstanding information required for claims and the investigation of death claims.
• Update the death claims control and system notes weekly to advise on the status of all death case investigations allocated to self and staff responsible for.
• Conduct quality assessment on claim documentation to ensure that they are complete, accurate and in compliance with the Fund Rules and applicable and relevant processes.
• Liaise with internal departments regarding the requirements of a death in service (e.g., benefit claim form, tax directive etc.) to ensure that the claim is processed within agreed service levels.
• Prepare a report on demise cases for presentation to Trustees at the Disposal of Death Benefit Committee monthly.
• Prepare and distribute allocation letters and request for payment instructions from beneficiaries to whom benefits were allocated in line with Fund specific monetary guidelines.
• Report on inflow and outflow of death claims statistics for areas.
• Prepare report and documentation for the Death Sub-committee meetings.
• Present cases investigated in are and reviewed Trustees at the Disposal of Death Benefit Committee (or Board of Trustees) meetings monthly.
• Facilitate financial advice / counselling for qualify beneficiaries.
• Review death claim investigations and provide guidance to the Client Care Consultants where needed and rate each investigation based on set business criteria.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Manage client query processes and ensure that queries are tracked, accurately resolved, and used as a mechanism to improve client service and business processes.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
• Provide relevant & accurate information to all members of funds under administration in Regional Office centres (both walk-in and telephone enquiries).
• Provide first time resolutions on client (members’, beneficiaries, employers, etc.) queries, or if not, investigate client queries and providing feedback within agreed time frames.
• Taking ownership of queries and ensuring they are resolved timeously and effectively.
• Maintain a register of queries received, the type of thereof and the details of the enquirer on the platform and format provided and communicate this weekly to management.
• Maintain consistent service delivery to ensure client retention, satisfaction and to maximise client experience and influence positively by dealing with client requests in a competent, efficient, and professional manner.
• Maintain Fund- and broad product knowledge to respond to customer queries effectively and accurately as well as for considerations with death case investigations (e.g., GLA multiple/s, etc) and for member education sessions.
• Conduct member education sessions (e.g., inductions, Employer Wellness Days, pre-retirement presentations etc.) to create awareness of the various features and processes associated with the fund.
• Manage the office/s under jurisdiction by ensuring that networks and telephony are working, consumables are replenished, and that the office/s are operational.
• Keeping abreast with all requirements of the retirement industry as set out by the FSCA and the relevant legislation.

Client

• Provide authoritative expertise and factual information to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

People

• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.

Finance

• Provide authoritative expertise and factual information to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

Competencies    

• Examining Information: Analyses and processes information; asks probing questions; strives to find solutions to problems.
• Documenting Facts: Writes fluently when documenting facts; understands arguments logically; focuses on finding facts.
• Articulating Information: Is articulate in giving presentations; is eloquent and explains things well; projects social confidence when articulating information.
• Interpreting Data: Interprets data rationally by quantifying issues; applies technology as a means to evaluating data; evaluates information objectively.
• Challenging Ideas: Prepared to disagree and question assumptions; challenges ideas and established views; comfortable arguing own perspective.
• Checking Things: Is meticulous in finding errors; ensures accuracy by being thorough and checking details; produces high quality work by being detailed.
• Providing Insights: Is focused on continuously improving things; provides insights by identifying key issues; makes intuitive judgments.
• Making Decisions: Is determined and decides on actions; willingly assumes responsibility; is definitive and stands by own decisions.

Closing Date    

• 2026/04/25