Deliver professional service to clients through various servicing channels (inbound calls, emails, walkin interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.
Requirements
- Matric or equivalent
- 1 to 2 years experience in the retirement industry environment
- Verbal and written communication
- Proficient in English and another official South African language (e.g. Afrikaans, Zulu, Xhosa etc.) (preferred)
- MS Office Suite (Word, Excel)
INTERNAL PROCESS
- Engage and liaise with Employers, beneficiaries, and relevant stakeholders (friends, colleagues, neighbours, etc. of the deceased) to clarify details regarding the deceased on death claims allocated for investigation.
- Conduct both telephonic engagements and physical visits to families to investigate and verify information provided by claimants.
- Assist and ensure that claimants have filled in all documentation and provided all necessary supporting documentation.
- Assist and follow up with beneficiaries and relevant stakeholders (friends, colleagues, neighbours, etc. of the deceased) on outstanding information required for the investigation of death claims.
- Detailed update of the death claims control and system notes weekly to advise on the status of all death case investigations allocated.
- Conduct quality assessment on claim documentation to ensure that they are complete, accurate and in compliance with the Fund Rules and applicable and relevant processes.
- Complete death case file, once approved at the Disposal of Death Benefit Committee (or Board of Trustees/Fund) must be consolidated and uploaded to the Benchmark system in accordance with the applicable business processes (e.g., signed resolution, certified death certificate, etc.).
- Complete and package all beneficiary details individually in accordance with the applicable checklists and disburse in accordance with business processes to the Benchmark system.
- Liaise with internal departments for documentation related to a death in service (e.g., benefit claim form, death claim form.) to ensure that the claim is investigated within agreed service levels.
- Prepare detailed summary report per death case for presentation at the Disposal of Death Benefit Committee (or Board of Trustees/Fund) monthly.
- Prepare, distribute, explain, and follow up with beneficiaries on allocation letters and payment instructions from beneficiaries to whom benefits were allocated in line with Fund specific monetary guidelines and timeliness stipulated in the allocation letter.
- Maintain consistent service delivery in accordance with client Service Level Agreements to ensure client retention, satisfaction and to maximise client experience and influence positively by dealing with client requests in a competent, efficient, and professional manner.
- Provide relevant & accurate information to all members of funds under administration of MRA in Regional Office centres (both walk-in and telephone enquiries).
- Provide first time resolutions on client queries (members, beneficiaries, employers, etc.), or if not, investigate client queries and providing feedback within agreed time frames. If you cannot resolve, escalate to senior prior to agreed response timeframe or manage response expectation to client.
- Taking ownership of queries and ensuring they are resolved timeously and effectively.
- Maintain a register of queries received, the type of queries, Fund related to and the details of the enquirer on the platform and format provided and communicate this weekly to management.
- Maintain Fund- and broad product knowledge to respond to customer queries effectively and accurately as well as for considerations with death case investigations (e.g., GLA multiple/s, etc) and for member education sessions.
- Conduct member education sessions (e.g., Inductions, Employer Wellness Days, pre-retirement presentations etc.) to create awareness of the various features and processes associated with the Fund.
- Keeping abreast with all requirements of the retirement industry as set out by the FSCA and the relevant legislation.
- Provide authoritative expertise and factual information to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders 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 a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- 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.
- Identify opportunities and provide solutions to enhance cost effectiveness and increase operational efficiency.
- Manage financial and other company resources under your control with due respect.
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
