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• RMA in a nutshell Identifying a need to help care for miners who were injured while on duty, Rand Mutual (RMA) was founded in 1894 by three mining companies on the Witwatersrand as a non-profit mutual assurance company. Today RMA has grown to offer workmens'​ compensation benefits to the mining, iron, metal, steel and relate...
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Description
THE JOB AT A GLANCE
As a Retentions Agent, you will be responsible for contributing to RML’s strategic deliverables by communicating with customers, members, and employees to increase loyalty and retain their business or service.
WHAT WILL YOU DO?
Customer Retention
- Effectively manage retention queries
- Submit daily, weekly, and monthly collection and retention reporting.
- Ensure all payments from policyholders are updated so that the commissions
- payment file can be generated.
- Contact policyholders who have given notice or whose debit order have been
- returned by the bank and investigate reasons why the policyholder wants to resign or did not honour their debit orders and persuade the policyholder to reconsider.
- Update Policyholder records(notes) as per discussions and outcome with policyholder.
- Escalate any matter to team leader.
- Prepare lapses and cancellations feedback.
- Ensure that debit files are run, and ad-hoc debit requests are sent within the SLA.
- Ensure that payment schedules are sent within SLA for payments to be made on time
Customer Service
- Respond to customer queries and address service complaints in a timely manner.
- Track contracts that are soon to be expired and contact customers for renewals.
- Communicate updates to customers for anniversary upselling.
- Provide excellent customer services and ensure customer satisfaction.
- Build positive working relationships with customers for repeat businesses.
- Explain customers about new products and benefits.
Sales
- Advise customers of new product offerings.
- Upsell where possible.
- Downgrade when necessary to retain.
WHAT YOU'LL BRING TO THE TABLE?
- NQF Level 6: Diploma in sales, marketing, or related field
- RE5
- Exposure to Employee Benefits ( Advantage )
- 3 – 5 years retentions/ collections within insurance industry (Essential)
- 2 – 5 years Sales experience (Essential)
- Ability to manage the collection and retention of member’s process
- Ability to liaise effectively with all stakeholders on all levels.
- Effective verbal communication skills
- Excellent influencing skills
- Results / target orientated benefits
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THE JOB AT A GLANCE
As The Debtors Clerk Team Leader you will lead a team of Debtors Clerks to ensure that all company targets are met and that all back-office administration is kept up to date and accurate.
Key Objective
- To effective and efficiently support the finance department in recovering debts within set deadline.
WHAT WILL YOU DO?
- Maintain and review credit processes and procedures.
- Close liaison with the collections team to endure optimal collections.
- Deal with internal and external escalated account related queries.
- Ensure that daily, weekly and monthly processing deadlines are met (receipting, reallocations, allocations, client account status updates)
- Ensure that task SLA are met and redefined when necessary.
- To supervise staff and coordinate day-to-day operations of the team.
- Ensure that monthly statements are sent.
- Complete weekly/monthly reporting as specified/requested.
- Ensure quality checks are done and include a quality section on reporting.
- Review of interest waived and reversals.
- Maintenance and collection of high-profile accounts.
- Review and agree on term payment arrangements.
- Leading and motivating the credit control team.
- Ensure that all work performed is according to company standards, policies and procedures.
- Any ad hoc duties.
WHAT YOU'LL BRING TO THE TABLE
- NQF Level 6: Finance related Diploma
- 3-5 years’ experience in credit management
- 3-5 years’ experience in people management
- Financial reporting experience (advantageous)
- Advanced Excel
Competencies
- Contributing to Team success
- Effective and comprehensive communication
- Proactive
- Good work ethic
- Decision Making
- Customer orientated
- Planning and organising
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THE JOB AT A GLANCE
As a Collections Agent, you will be responsible for collection of company debt by continuous follow-up with debtors on outstanding payment of invoices/accounts. You will also be responsible for escalating complex queries, risk accounts to the Debtors Clerk and or Team leaders/manager for further action and/or advice.
WHAT WILL YOU DO?
- Debt and revenue collection and the provision of quality customer servicer
- Follow-up on company debts by telephone, e-mail and any other means available (sms/message)
- Investigate and resolve queries relating to non-payment of invoices
- Trace or locate debtors on outstanding payments queries using databases or other means to obtain valid contact details
- Collect all revenue timeously via telephone/e-mail
- Attend to customer queries received via telephone, e-mail and any other means
- Refer and escalate complex queries to the debtors clerk, team leader or manager for action
- Regularly follow up of accounts with debtors
Identification of risk accounts and appropriate escalation
- Conduct an Age analysis review
- Identify risk accounts based on feedback from calls/follow-ups and escalate to debtors clerk, team leader or manager
Professional and accurate reporting
- Continuously update client records
- Produce professional and accurate reports analysing debtor balances and commentary
Adherence to all compliance frameworks, policies and procedures
- Perform work in accordance with required standards and regulations
- Adhere to company policies and procedures at all times
- Ensure that all relevant insurance and licenses for the Group are in place
WHAT YOU'LL BRING TO THE TABLE?
- NQF Level 4: Grade 12 with 3-5 years’ experience OR
- NQF Level 5: Higher Certificates and Advanced National (vocational) Certificate with 0-1 years’ experience
- RE 5
- Matric with 3-5 years’ experience or Formal Qualification with 0-1 years’ experience
- Basic accounting principles
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Description
THE JOB AT A GLANCE
As The Debtors Clerk you will be responsible for ensuring that all administration is complete, maintained and resolved in order to facilitate a seamless collection of the outstanding premium.
WHAT WILL YOU DO?
Debtors Account Maintenance
- Review accounts, track debit orders and verify payments
- Keep the cash flow forecast up to date to enable prompt follow up`s on accounts that have defaulted, including debit orders
- Send cash flow to accountants for tracking for legal/compliance records
- Allocate receipts/creditors notes to debt account on a daily basis
- Manually capture all payments at member level and allocate these to the correct invoice, including those identified by debtors clerks
- Ensure that all payments identified for reallocations (from mailbox or as informed by collections agents/contact centre/membership and sales) are completed once documents are received from debtor
- Compile a list of balances that need to be cleared from the age analysis and ensure that the list submitted for the transactions are created and matched to remove the balance via journals
- Ensure that interest calculation is correct and successfully uploaded in the financial system
- Maintain a list of all interest reversals for the allocated book. Ensure that interest is reversed on a weekly basis for cancellations and that the financial system status is updated
- Maintain the Invalid Contact Details Report including bounced e-mails by analysing the report and sending it to membership for update of member details
- Resend bounced invoices and statements to members (based on receipt of updates)
- Manually change/flag changing statuses as the account progresses through various stages
- Prepare Term Letters and ensure that the records are updated. Check that the member is fully compliant before the letter is drafted and submitted for approval. Updates on financial system done
Management of Risk accounts
- Keep track of debt risks, such as but not limited to, closures or cancellations due to deregistration’s, liquidations, wrongly classified, duplicated accounts
- Ensure that credit notes are raised by Membership by doing regular follow up`s
- Maintain suspense accounts by referring accounts to the bank after investigation, where necessary
- Ensure that all Business rescue accounts are handed to legal, that statuses are updated all relevant correspondence is forwarded to them
Reconciliations
- Conduct reconciliations between the various debtor accounts by interrogating rates, premiums and interest charged
- Conduct bank recons on receipts from premium balances against bank statements, on a daily and monthly basis
- Prepare monthly control account recons with relevant supporting documentation for submission within specific time frame
- Conduct monthly recon of trial balance to age analysis across company and debtors’ type
- Calculate, reconciliate and process refunds as a result of cancellations, incorrect payments or adjustments made by membership, by preparing a refund pack and uploading the documents onto the system, subsequent to getting approval
- Conduct legal recons by assessing what payment has been handed over to attorneys for litigation and ensuring no duplicate payments are made
- Ensure all integrations between systems are successful and invoices have been scheduled and dispatched to members
Maintain the department central mailbox and respond to/resolve customer queries
- Manage the e-mail inbox and attend to open queries as directed from all stakeholders (internal and external)
- Maintain referrals from collections and respond to customer queries within the stipulated SLA
Reporting and Billing
- Analyse report received from sales and establish if customers have been billed/not and if payment has been received/not
- Maintain manual billing process for all inter-company related costs including but not limited to the CF, Welkom and ad hoc costs (i.e. tribunal)
- Prepare and submit quarterly FICA report to the compliance team
- Report on all individual tasks, as per the list above
WHAT YOU'LL BRING TO THE TABLE
- NQF Level 5: Higher Certificates and Advanced National (Vocational) Certificate in Finance
- RE5
- 2-3 years’ experience
- Experience using Excel at an intermediate level
- Basic understanding of accounting principles
- Ability to work with large volumes of accounts
go to method of application »
THE JOB AT A GLANCE
As a Retentions Agent, you will be responsible for contributing to RML’s strategic deliverables by communicating with customers, members, and employees to increase loyalty and retain their business or service.
WHAT WILL YOU DO?
Customer Retention
- Effectively manage retention queries
- Submit daily, weekly, and monthly collection and retention reporting.
- Ensure all payments from policyholders are updated so that the commissions
- payment file can be generated.
- Contact policyholders who have given notice or whose debit order have been
- returned by the bank and investigate reasons why the policyholder wants to resign or did not honour their debit orders and persuade the policyholder to reconsider.
- Update Policyholder records(notes) as per discussions and outcome with policyholder.
- Escalate any matter to team leader.
- Prepare lapses and cancellations feedback.
- Ensure that debit files are run, and ad-hoc debit requests are sent within the SLA.
- Ensure that payment schedules are sent within SLA for payments to be made on time
Customer Service
- Respond to customer queries and address service complaints in a timely manner.
- Track contracts that are soon to be expired and contact customers for renewals.
- Communicate updates to customers for anniversary upselling.
- Provide excellent customer services and ensure customer satisfaction.
- Build positive working relationships with customers for repeat businesses.
- Explain customers about new products and benefits.
Sales
- Advise customers of new product offerings.
- Upsell where possible.
- Downgrade when necessary to retain.
WHAT YOU'LL BRING TO THE TABLE?
- NQF Level 6: Diploma in sales, marketing, or related field
- RE5
- Exposure to Employee Benefits ( Advantage )
- 3 – 5 years retentions/ collections within insurance industry (Essential)
- 2 – 5 years Sales experience (Essential)
- Ability to manage the collection and retention of member’s process
- Ability to liaise effectively with all stakeholders on all levels.
- Effective verbal communication skills
- Excellent influencing skills
- Results / target orientated benefits
go to method of application »
THE JOB AT A GLANCE
As the Assessment Technician, you will be reporting to the Membership Manager. You will be responsible for capturing of information submitted on the return of earnings received from employers registered for Class IV and Class XIII COID benefits. Supporting and processing the registration of new companies that have registered for COID and have been categorised as Class XIII or Class IV. Facilitating and processing the transfer for Class IV and Class XIII employers from the CF. Ensuring that that all data transcribed onto the system is accurate and that the correct, sub industry classification and assessment rate is applied.
WHAT WILL YOU DO?
- Ability to interface with clients
- Attention to detail
- Ability to work under pressure
- Ability to check work accurately
- Interpersonal skills
- Good communication skills (verbal and written)
- Strong administration skills
- Able to take initiative
- Persistence
- Confidentiality
- Customer Service orientated
- Methodical
WHAT YOU'LL BRING TO THE TABLE?
- Diploma/Degree: Commerce / Admin / Insurance
- 2 to 3 years’ working experience in financial services
- Experience in administrative role
- Computer literacy
Method of Application
Use the link(s) below to apply on company website.
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