Client Service Administrator

Reference Number MMH250124-3

Job Title Client Service Administrator

Position Type Permanent

Role Family Client Services

Cluster Momentum Corporate

Remote Opportunity Some of the time

Location – Country South Africa

Location – Province Western Cape

Location – Town / City Cape Town

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 Group provides practical financial solutions for people, communities and businesses. Visit us at www.momentumgroupltd.co.za

Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

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

Requirements

• Matric or NQF level 4
• 2 Years’ experience in a financial services environment
• Experience in the Annuity Administration Environment will be an advantage
• Employee Benefits experience will be an advantage
• Experience on the Orbit Portal administration system will be an advantage
• Intermediate Excel skills, i.e. Pivot tables, VLOOKUP’s, etc.

Duties & Responsibilities

• 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 systemin order to maintain annuitants ‘records
• Ensure that the monthly pay run balances and 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 turn around 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 commissions and admin fees within agreed turn around 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 organizing
• Written and verbal communication skills
• Teamwork
• Attention to detail
• Client orientation