Client Service Administrator MMH260911-9

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

Experience and Qualifications

• 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 and 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.

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