Client Service Administrator at Momentum Metropolitan Holdings Limited

Requirements

Experience and Qualifications:

• Matric or equivalent.
• 2 - 3 Years' experience in a financial services administration environment.
• Employee benefits experience will be an advantage.

Additional Information:

• This role is on a Pay for Performance remuneration structure.

Duties & Responsibilities

• Taking ownership of complaints and ensuring they are resolved timeously and effectively.
• Providing first time resolution on escalated complaints.
• Engaging in effective communication and delivering according to SLA's.
• Service recovery and client relationship restoration.
• Dealing with client requests in a competent, efficient and professional manner.
• Client / Broker visits where required.
• Client relationship building.
• Prepare Employer / Broker reports.
• Contributions – Understanding of retirement fund contributions process, including collection, recording and reconciliation as well as management of defaults in line with the S13A prescripts.
• Claims – Ability to process various exits including Withdrawals, Retrenchments, Retirements as well as knowledge of the full Death benefit processing in line with S37 of the PFA.
• Transfers In and Out – Ability to process S14 transfers and perform the requisite reconciliations.
• Client Servicing – Ability to address queries and resolve complaints expeditiously raised by members in both spoken (telephonically and face-to-face) as well as written communication (email).
• In conjunction with the Administration Manager be accountable for the coordination of service delivery both internally and externally.
• Support the Portfolio Manager that enables efficient and effective client service.
• Ensuring all risks are mitigated and escalated where necessary.
• Report on findings of complaints to avoid reoccurrence.
• Maintaining a consistent service delivery to ensure client retention and satisfaction.
• Effectively utilising IT systems to ensure accuracy of documentation.
• Ensuring adherence to organisational best practice and legislative requirements.
• Maintaining broad product knowledge in order to effectively and accurately respond to customer complaints.
• Build and maintain relationships with clients and internal and external stakeholders.
• Contribute to the process of developing client service standards in order to ensure clients receive clear and accurate information and are kept informed at all times.
• Make recommendations to improve client service and fair treatment of clients.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client experience.
• Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
• Positively influence and manage change and offer specialist support where required.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
• Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
• Take ownership for driving career development.

Competencies

• Analytical thinking.
• Business acumen.
• Presentation and facilitation skills.
• Planning and Organising.
• Interpersonal Relationships.