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Senior Client Service Adminis
1 week ago
Introduction
Role Purpose
Provide quick and accurate administrative support, to enable the client service area to deliver a professional service to clients within Service Level Agreements and legislative / compliance requirements.
Requirements:
- Matric or equivalent
- 23 years experience in Employee Benefits
- Businessrelated qualifications advantageous
- MS Office Suite (Word, Excel)
Duties & Responsibilities
INTERNAL PROCESS
- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement (48Hrs) and quality standards.
- Take ownership of complaints and ensure they are resolved timeously and effectively.
- Capture and update client information on relevant system/s, based on data received from the client.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to legislative / compliance requirements in the service process./ training on updates provided by L&D
- Identify and report process and system failures and enhancements to improve client experience.
CLIENT
- Investigate client queries within the agreed service level and ensure that client receives timeous
- Escalate client queries to the relevant department or stakeholder.
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate aftersales services.
- Provide regular reports on the delivery of services against agreed service level agreements and in terms of overall customer targets.
- Provide authoritative, expertise and advice to clients and stakeholders where relevant.
- 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 the area of responsibility.
- Participate and contribute to a culture that builds rewarding relationships, facilitates feedback, and provides exceptional client service.
PEOPLE
- Develop and maintain productive and collaborative work 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 of driving career development.
FINANCE
- Contribute to the financial planning process within area.
- Identify opportunities to enhance costeffectiveness 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
Competencies
- Time management
- Attention to detail
- Accountability
- Teamwork
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