Role Purpose

• To provide effective and efficient service to clients by receiving, evaluating and responding to enquiries timeously and to ensure monthly reconciliation are conducted and annuity payments are processed.

Requirements

• Matric or NQF level 4
• 2 Years’ administration experience in a Client Service environment
• Proficient in Excel
• Knowledge of medical aid and/or pension funds will be an advantage
• Employee Benefits experience will be an advantage

Duties & Responsibilities
The incumbent will be co-responsible for the following:

• Administration of Annuity business which includes monthly pension payments and death claims.
• Send monthly pay slips, annual tax certificates and increase letter to members timeously.
• Accurately load new member information and amend current member information on the system in order to maintain annuitants records.
• Ensure that the monthly pay run balances is submitted timeously for checking and approval.
• Complete monthly medical aid reconciliations and balance monthly billing received from the relevant medical aid.
• Effectively and efficiently resolve client queries within agreed turnaround times to ensure client satisfaction and retention.
• Adhere to policies and procedures and take corrective action where necessary to mitigate risks.
• Ensure all monthly registers are up to date and follow up items are actioned.
• Ensure that the call centre service factor remains above 95% by providing clients with efficient service.
• Process admin fees within agreed turnaround time.
• Take ownership of all client service requests and ensure that it is resolved timeously and effectively.
• Provide relevant information and documentation as requested, in line with relevant guidelines.
• File and maintain all relevant documentation, enabling ease of access by team members.
• Accurately complete all administrative and reporting requirements within agreed timeframes, as per the Annuities SLA document and process documents.
• Identify and report process and system failures and enhancements to improve client experience.
• 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 culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Effectively attend to enquiries via call centre and team mailbox within agreed timeframes.
• 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.

Competencies

• Planning and organising
• Written and verbal communication skills
• Teamwork
• Attention to detail
• Client orientation
• Accountability