Fresh Jobs at Salt Employee Benefits

Overview:

• Salt EB is seeking a meticulous and service-driven Claims Administrator to join our PSSPF Risk Claims team. The successful candidate will be responsible for performing quality assurance (QA) checks on claims to ensure accuracy, compliance and adherence to Fund rules and service level agreements. The role plays a critical part in minimising financial risk, improving claims processing efficiency and enhancing overall client service delivery. Responsibilities include:

Claims Quality Assurance:

• Perform end-to-end QA checks in line with the Fund’s Quality Assurance checklist.
• Verify completeness and accuracy of claim forms and supporting documentation.
• Ensure all claim documentation is correctly completed, signed and compliant with Fund requirements.
• Confirm alignment between claim data and system records (Everest system).
• Identify and escalate discrepancies or missing information to relevant stakeholders.
• Ensure all mandatory supporting documents are received and compliant.
• Conduct due diligence checks including verification of member details (ID, name, DOB, tax number, banking details and employer information).
• Identify outstanding loans or indebtedness in line with applicable legislation (Section 37D / Section 19(5)(a)).
• Perform member and beneficiary bank account verification after workflow loading.
• Check for possible matches on the Unclaimed Benefit Fund register.

Record Keeping and Filing:

• Maintain accurate and complete records on the Everest system.
• Ensure all correspondence is properly attached to member/deceased member files.
• Capture accurate case notes and updates on the system.

Query resolution:

• Respond to internal and external email and telephonic queries efficiently and professionally.
• Liaise with Client Services, Contact Centre, Compliance, employers, and service providers to resolve queries.
• Provide continuous feedback until queries are fully resolved.
• Attend to escalations within 24–48 hours.
• Support Contact Centre and Claims Administrators with information and documentation requests.

Performance & Productivity

• Meet daily production target of 30 cases per day.
• Maintain an error rate of less than 1%.
• Ensure high levels of accuracy, efficiency and compliance under pressure

Team Support

• Contribute positively within the team environment and support colleagues where required.
• Take accountability for allocated work and deliver within agreed timelines.
• Participate in projects and additional business initiatives as required.
• Work overtime when operationally required

Relationship Management

• Build and maintain strong working relationships across internal departments and external stakeholders.
• Promote a professional, responsive, and client-centric service culture.
• Uphold the company’s reputation, values, and service standards at all times

Time Management

• Excellent time management
• Must be available to work overtime when the need arises.
• Flexible and ability to work under pressure and multitask.
• Accuracy and attention to detail
• Strong decision-making and analytical thinking
• Effective communication and interpersonal skills
• Time management and organisational ability
• Conflict management and negotiation skills
• Ability to work independently and in a team
• Commitment to compliance and ethical standards

Required Qualifications & Experience:

• Matric (Grade 12)
• Proficiency in Microsoft Excel
• Knowledge of FICA, POPIA & Treating Customers Fairly (TCF) principles
• Strong written and verbal communication skills
• Experience in employee benefits / claims administration (advantageous)
• Strong attention to detail and analytical ability
• Ability to work under pressure and meet strict deadlines
• Strong stakeholder engagement and customer service skills
   

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Role overview:

• We are looking for an experienced, hands-on Senior Systems Administrator to own our core infrastructure, business-critical systems, and technical operations. This role focuses on infrastructure stability, strategic improvements, mentoring, building internal capability, and ensuring operational resilience.

Key Responsibilities:

• Manage and maintain IIS servers.
• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint,
• Active Directory, and Microsoft Intune for device management.
• Plan and execute infrastructure upgrades, disaster recovery testing, and business continuity initiatives.
• Oversee security tools and configurations, including Microsoft Defender, Fortigate firewalls, and Mimecast, and drive compliance improvements.
• Lead and mentor technical team members.
• Act as the technical bridge between internal stakeholders and vendors to resolve.
• Maintain the stability, security and documentation of critical IT infrastructure and Microsoft 365 environments.
• Support and regularly test disaster recovery and business continuity processes, identifying opportunities for improvement.
• Maintain clear IT procedures and documentation to reduce knowledge dependency and ensure continuity of support.
• Provide day-to-day operational support while escalating strategic and business-critical matters.
• Build internal IT capability to reduce unnecessary reliance on external vendors and service providers.
• Work collaboratively with the Senior IT Administrator, Help Desk and wider IT team, ensuring clear responsibilities, effective knowledge sharing and adequate operational backup.

Essential Knowledge and Skills:

• 7+ years of Systems Administration experience managing enterprise infrastructure.
• 5+ years of hands-on Microsoft 365 administration, including Exchange Online, Teams, SharePoint, and active directory.
• Strong experience with Windows Server, Active Directory, IIS, and physical server management.
• Experience managing network infrastructure, including Fortigate firewalls and WAN connectivity.
• Demonstrated disaster recovery planning and testing experience.
• Ability to mentor technical staff and mediate between stakeholders and vendors.

Qualifications and Competencies required:

• Degree in Computer Science, Information Technology, or related field, or equivalent professional experience in systems administration.
• Bonus: Microsoft 365 Administrator Certification (MS-102)

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Role review:

• The Call Centre Agent is responsible to answer all inbound calls and attend to all walk-in visitors, identify the caller / visitor, respond to the enquiry / request either verbally or in writing and process and accurately record all information received within the set service level agreements. The Call Centre Agent is responsible to return voice messages and abandoned calls and contact members to obtain outstanding information. The Call Centre Agent provides assistance to the employer, member, the consulting and claims teams and external service providers. The Call Centre Agent reports to the Call Centre Manager.

Key responsibilities:

• Answer incoming calls promptly, ideally within three rings, and provide professional assistance.
• Welcome and assist all walk-in visitors in a courteous and professional manner.
• Verify caller or visitor details and complete the required security checks before discussing member information.
• Investigate and resolve enquiries relating to member benefit statements accurately and efficiently.
• Identify urgent matters and escalate them appropriately by completing the required escalation documentation.
• Listen actively to understand the caller’s or visitor’s needs, concerns and expectations.
• Ask relevant questions and confirm the enquiry to ensure a full and accurate understanding of the request.
• Provide clear, accurate and timely responses or solutions, with the aim of resolving enquiries to the caller’s or visitor’s satisfaction.
• Manage difficult or emotional conversations professionally, using tact and empathy to de-escalate concerns and resolve issues effectively.
• Maintain a high standard of customer service and professionalism in all telephonic and face-to-face interactions.
• Deliver professional, courteous and empathetic service to all callers and visitors, recognising the impact of tone, attitude and communication style on the customer experience.
• Represent the company positively and professionally in all interactions.
• Treat each enquiry or request individually and provide appropriate support to achieve client satisfaction.
• Manage difficult or sensitive interactions calmly and respectfully, using empathy and sound judgement.
• Work effectively as part of the Call Centre team and support colleagues to achieve shared service objectives.
• Multi-task effectively by managing calls, updating system records, taking notes and completing all required post-call administration.
• Maintain accurate and complete records of all customer interactions and actions taken.
• Respond to allocated emails within 24–48 hours with clear, accurate and appropriate responses.
• Work in an organised and efficient manner to ensure tasks are completed accurately and within required timelines.
• Adhere strictly to Fund rules, applicable legislation, administration procedures, internal policies and service level agreements.
• Maintain required quality standards and identify opportunities to improve processes and service delivery.
• Meet agreed productivity and quality targets.
• Attend all required internal and external training and development activities.
• Take ownership and accountability for allocated tasks and follow them through to completion.
• Build and maintain effective working relationships with internal departments to support efficient service delivery.
• Perform duties diligently, accurately and in the best interests of the company.
• Protect and promote the company’s reputation, business interests and goodwill.
• Participate in organisational initiatives, events and employee forums as required, including Occupational Health & Safety and Employment Equity forums.
• Perform any other reasonable duties aligned with operational and business requirements.

Essential Knowledge and skills:

• Communication Skills: Strong verbal and written communication abilities to interact effectively with customers.
• Active Listening: Ability to listen attentively to customer needs and concerns to provide appropriate solutions.
• Problem-Solving: Strong analytical skills to identify issues and find effective resolutions quickly.
• Multitasking: Ability to handle multiple inquiries simultaneously while maintaining a high level of service.
• Empathy: Capability to understand and relate to customer emotions, providing compassionate support.
• Time Management: Efficiently managing time to handle calls and tasks within set timeframes.

Experience:

• Customer Service Experience: Previous experience in customer service or a contact centre environment is often preferred.
• Sales Experience: Experience in upselling or cross-selling products and services can be beneficial.
• Technical Proficiency: Familiarity with using computers and technology, including navigating various software applications quickly.
• Training: Completion of relevant training programs in customer service, communication, or problem-solving techniques.

Qualification requirements:

• Matric Certificate: A minimum requirement is often a Grade 12 certificate (National Senior Certificate).
• Further Education: Additional qualifications in customer service, communications, or business administration can be advantageous