Supervisor: Client Services and Funds

2 weeks ago

Pretoria, Gauteng, South Africa Motor Industry Bargaining Council Full time

Duties and Responsibilities

  • Coordinate the customer service team with the aim of resolving queries efficiently and effectively.
  • Drive and motivate the customer service team to achieve targets and KPIs.
  • Provide recommendations to enhance current customer service processes to improve efficiency and find new ways of delivering on the industry mandate.
  • Coach team members and provide constructive feedback to ensure they achieve their KPI's and meet quality standards for all interactions.
  • Scrutinizes assessor's completed claims for accuracy
  • Quality Assurance
  • Prepares batches of claims according to claim type and distributes to Fund Assessors
  • Ensure that all claims are properly assessed and processed in line with the Standard Operating Procedures and Service Level Agreements
  • Ensure that Fraud is eliminated through constant engagement and Training of Client Service Representative and Fund Assessors
  • Assist staff at satellite offices to resolve queries and complaints.
  • Ensure that claims are assessed for quality checks.
  • Monitors progress with claimsand complaints by printing and engaging on daily reports.
  • Monitors daily activities of Client Services department.
  • Maintains statistics on claims on hand and prepares monthly reports for management.
  • Logs and tracks enquiries and complaints on the system (first line of support)
  • Build and Maintain relationships with other departments to ensure that queries and complaints are resolved.
  • Issues Provident Fund Benefit Statements on request
  • Identifies own and subordinates' training needs and reports to management accordingly.
  • Handle own and departments correspondence.
  • Ensures all claims and documents relating to Department are scanned/indexed.
  • Attend to queries and complaints including those escalated by staff.
  • Assesses urgent Provident Fund Claims and forward to the Fund Administrators for payment.
  • Assists with interviewing process of employees in department and other related positions.
  • Conducts performance reviews of subordinates.

Knowledge / Experience / Skills / Abilities

  • Above average verbal and written communication and listening skills.
  • Ability to withstand pressure and provide the clients/customers with above average services.
  • Must at all times be diplomatic and assertive with customers/clients.
  • Ability to overcome obstacles and meet targets and deadlines, thereby producing the specified results.
  • Ability to work independently and use initiative along with problem solving abilities.
  • Ability to build strong effective relationships with all stakeholders, i.e., existing clients and potential clients as well as internal stakeholders, i.e. colleagues and management.
  • Must be a good team player and achieve objectives as set out by the Manager.
  • Must be meticulous in carrying out tasks/instructions etc
  • Must have good interpersonal and decisionmaking skills.
  • Must have good analytical skills with attention to detail.
  • Strong negotiation and report writing skills.
  • Strong administration experience
  • People management experience in all aspects
  • Customer orientated behavior
  • At least 2 years' experience at a supervisory level
  • All funds experience and knowledge of the main agreement and fund rules required.
  • MCIS returns and funds assessing experience.


 Computer literate
  • MCIS, Word, Excel, Outlook

Qualifications

  • An appropriate Grade 12 certificate and/or equivalent academic qualification
  • Recognized tertiary qualification.
  • 2 years' experience in direct customer service experience
  • Experience in managing teams and staff members.

PEOPLE WITH DISABILITIES ARE ENCOURAGED TO APPLY.
**THE COUNCIL'S EMPLOYMENT EQUITY TARGETS WILL BE APPLIED.

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