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Administrator Linked Investments

3 months ago

Johannesburg, Gauteng, South Africa Absa Bank Limited Full time
Bring your possibility to life Define your career with us

  • With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary

To deliver operations administrative support services through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Job Description:

Key Accountabilities:

  • Operations support: Provide operations support against standard operating procedures. Provide support to customers and team as required to ensure team performance on an ongoing basis.
  • Compliance and

Risk Management:
Fulfil all activities in adherence to relevant control and compliance requirements, and quality standards

  • Log onto the telephone system (Avaya) as per the predefined team's daily schedule to answer incoming calls from internal and external clients.
  • Handle inbound calls as per the agreed service level agreement (SLA), e.g., talk time, availability, average time to answer, etc. to manage the holding/active client's experience on the call.
  • Work on the Outbound Call Report from Siebel system and determine the most appropriate intervals (low call volumes) during the day for conducting outbound calls to ensure less impact on the availability of the telephone lines for inbound calls.
  • Log the correct status (e.g., tea break, lunch break, admin status, etc.) by each team member on the telephone system (Avaya) in order not to impact the team/panel schedule.
  • Provide a system generated Reference Number for all inbound and outbound calls to the client for query tracking and for audit purposes.
  • Review client investment instructions received via workflow system to ensure compliance to business processing requirements. This involves validation of banking details, signature verification, etc., as well as compliance to regulatory requirements (e.g., Financial Identification Client Act (FICA), Pension Funds Act, and Long-Term Insurance Act
  • Identify, investigate and escalate any outstanding requirements (e.g., verification of signatures) and/or incomplete documentation (e.g., ID copy, bank statement) needed for the investment instruction to be processed accurately and timeously back to the source (i.e., client, Advisor, Executor or Consultant).
  • Capture the investment instruction onto the workflow system as per the technical guide and processing manuals within the specified turnaround times.
  • Authorise the client investment instructions captured on the workflow as per the agreed mandate and applicable SLA.
  • Reconcile all the client's instructions on investment Repurchases to the management company (ManCo) reports and verify that all clients' instructions were processed accurately and timely.
  • Draft and send confirmation letters to client confirming that the client's instruction has been processed accurately and timeously as per the investment instruction.
  • Check in regularly with Client Services Desk (Feedbacks) workflow on Striata system and action the client's instruction or route to the relevant department (i.e., New Business, Repurchases) for actioning.
  • Log onto the Siebel system on receipt of a query and/or enquiry to check if the query and/or enquiry is existing on the system to avoid duplication of queries internally.
  • Determine the nature of the query and/or enquiry (e.g., process or product related questions), investigate the query and/or enquiry for possible First Call Resolution (FCR); and/or refer the query and/or enquiry to the relevant functional area in the business (i.e., New Business, Client Communication, Repurchases, etc.) for resolution and feedback.
  • Take ownership of the client's queries and enquiries by ensuring that feedback is given to the client and that the query and/or enquiry is 'completed' on the system.
  • Correctly assess the query and liaise with all relevant parties which will lead to the full resolution of the query.
  • Compile and analyse all information relating to the case and complete the necessary documentation, to identify required actions and propose recommendations.
Education and Experience Required

  • National Diploma in Accounting / Banking or equivalent NQF level 6 preferred
  • Diploma or equivalent NQF level 5 qualification
  • Two (2) years working experience as a Client Services Consultant in a Financial Services Industry and /or
  • Two (2) years working experience as an Administrator in a LISP

Knowledge & Skills:

  • Knowledge of Call Centre environment
  • MS Office (Word, Excel, PowerPoint)
  • Investment product knowledge
  • Communication skills (verbal & written)
  • Problem solving skills
  • Administration skills

Competencies:

  • Working with people
  • Adhering to principles and values
  • Writing and reporting
  • Analysing
  • Coping with pressure and setbacks
  • Deciding and initiating action
  • Adapting