Effective execution of retirement fund administration in line with business, legislative and industry requirements, thereby improving overall client experience.
Requirements
Experience And Qualifications
- Matric or equivalent.
- 2 - 3 Years' experience in a financial services administration environment.
- Employee benefits experience will be an advantage.
- 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.
