Client Services Administrator at Silica

• Comprehensive analysis of complex queries on a daily basis
• Attending to queries with a sense of urgency
• Communication, control and follow up of queries back to the client/s(internal and external)
• Attending to queries from all levels of the organization – both from the client and Silica
• Owning the resolution of all complex queries and providing comprehensive, accurate and timeous feedback to the client
• Identifying trends and problems which affect clients and/or Silica.
• Highlighting the problem areas to QA
• Input into training strategies for either the client or internal Silica teams
• Assisting in building and maintaining Silica’s relationship with their clients
• Involvement as a business representative on ad-hoc Silica projects
• Attending internal and external meetings as and when required
• Adhere to SLA turnaround times

Backdate Analysis and Resolution

•  To ensure submitted backdates are dealt with in accordance with Silica Policies and Procedures
• To check/verify all relevant information and or supporting documentation is received and attached to the instruction
• Accurate allocation and authorization of backdates
• Assisting clients internal and external within the agreed turnaround times and at the highest quality
• Attending internal and external meetings as and when required
• Compile weekly and monthly client reports (backdate spreadsheet)
• Manage approval process of backdate spreadsheet with client both weekly and monthly

Prior Work Experience / Background:

• Minimum of 3 years’ experience in the Unit Trust Industry, Investment Industry, Financial Service Industry and excellent product knowledge is essential
• 2 years Client Service/Administrative experience preferable

Technical / Special Requirements (PC Skills / Product Knowledge / Specific Competencies

• Computer literate on MS Office, i.e. MS Excel (Intermediate) MS Word and Outlook essential
• Excellent written and verbal English communication essential
• Above average knowledge of linked products essential
• AWD system or similar workflow system knowledge an advantage

Educational Requirements (Educational / academic qualifications)

• Industry Qualification at NQF 4
• Preferably with / studying towards a tertiary commercial qualification