Customer Service Officer

2 weeks ago

Somerset West, Western Cape, South Africa J.A.Z Recruitment Full time

In addition, the post holder will liaise with financial advisors, investment companies, clients, and business partners, as required, to ensure a high standard of client service is delivered at all times.

Key duties & responsibilities:

  • Manage clients questions and queries ensuring they are addressed and responded to in an efficient and timely manner.
  • Attend to all administrative tasks, associated with, and required by the deed and statutory legislation, accurately and in accordance with the Service Level Agreements.
  • Remain abreast of pension and trust regulations consistently and accurately applying to schemes/clients.
  • Appropriately store/input and reference all client documentation within the document management system and administration system.
  • Communicate in a timely manner, verbally, via email, video calls or in person.
  • Ensure CDD requirements are met for all members, reviewing files as and when required as per company policy.
  • Record all client financial transactions, this includes investments, transfers, benefit payments, statutory payments, and fee charges.
  • Ensure housekeeping cases and data capturing is completed accurately in relevant systems i.e. Salesforce.
  • A clear understanding of applicable Pension and Trust legislation & statutory reporting requirements
  • Experience of administering pension and trust schemes
  • An ability to read/research governance documents impacting a scheme/trust and apply appropriately.
  • A logical approach to assessing productivity and implementing solutions.
  • Calculating and informing on pension payment calculations and associated tax/lump sum/load/benefit and drawdown
  • Investigate and prepare a response to complaints.
  • Review and respond to billing queries.
  • Ability to provide assistance with regulatory reporting.
  • Ability to correspond with relevant tax offices to ensure efficient resolution of client queries.
  • Act as a signatory, once approved, for the business and apply a questioning mind to all aspects of this responsibility.
  • Support, coach, and guide colleagues in the performance of their duties
  • Complete any other duties as and when required to drive business success.
  • Attend Management meetings on request or in the absence of the manager.
  • Hold regular team meetings.
  • Conduct periodic 1-2-1s with team members on request or in the absence of the manager.
  • Conduct annual appraisals on request or in the absence of the manager.

Competencies:

  • Relevant professional qualification or a willingness to study towards one
  • Trust experience advantageous or experience within the Finance industry
  • Experience in working towards and meeting deadlines.
  • Experience of administrating pension and trust schemes.
  • Excellent organisational skills, prioritising, achieving deadlines and driving business efficiency.
  • Strong interpersonal skills
  • Proven ability to communicate at all levels, both written and verbally
  • An aptitude for applying attention to detail in all aspects of the role.
  • A willing and flexible attitude to working hours to support team and business needs as required.

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