Client Service Administrator x2 (Sandton)

Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.

We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at www.momentummetropolitan.co.za

Role Purpose

Effective execution of retirement fund administration in line with business, legislative and industry requirements, thereby improving overall client experience.

Additional Information: This role is on a Pay for Performance remuneration structure.

Requirements

• Matric or equivalent
• 2 - 3 Years' experience in a financial services administration environment
• Employee benefits experience will be an advantage.

Duties & Responsibilities

• Taking ownership of complaints and ensuring they are resolved timeously and effectively.
• Providing first time resolution on escalated complaints.
• Engaging in effective communication and delivering according to SLA's.
• Service recovery and client relationship restoration.
• Dealing with client requests in a competent, efficient and professional manner.
• Client / Broker visits where required.
• Client relationship building.
• Prepare Employer / Broker reports.
• Contributions – Understanding of retirement fund contributions process, including collection, recording and reconciliation as well as management of defaults in line with the S13A prescripts.
• Claims – Ability to process various exits including Withdrawals, Retrenchments, Retirements as well as knowledge of the full Death benefit processing in line with S37 of the PFA.
• Transfers In and Out – Ability to process S14 transfers and perform the requisite reconciliations.
• Client Servicing – Ability to address queries and resolve complaints expeditiously raised by members in both spoken (telephonically and face-to-face) as well as written communication (email).
• In conjunction with the Administration Manager be accountable for the coordination of service delivery both internally and externally.
• Support the Portfolio Manager that enables efficient and effective client service.
• Ensuring all risks are mitigated and escalated where necessary.
• Report on findings of complaints to avoid reoccurrence.
• Maintaining a consistent service delivery to ensure client retention and satisfaction.
• Effectively utilising IT systems to ensure accuracy of documentation.
• Ensuring adherence to organisational best practice and legislative requirements.
• Maintaining broad product knowledge in order to effectively and accurately respond to customer complaints.
• Build and maintain relationships with clients and internal and external stakeholders.
• Contribute to the process of developing client service standards in order to ensure clients receive clear and accurate information and are kept informed at all times.
• Make recommendations to improve client service and fair treatment of clients.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client experience.
• Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
• Positively influence and manage change and offer specialist support where required.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
• Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
• Take ownership for driving career development.

Competencies

• Analytical thinking.
• Business acumen.
• Presentation and facilitation skills.
• Planning and Organising.
• Interpersonal Relationships.