Customer Service Consultant

3 weeks ago

somerset west, South Africa Adzuna ZA B C2 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
  • Clear understanding of applicable Pension and Trust legislation and statutory reporting requirements
  • 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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