Area Manager

7 months ago

Pretoria, South Africa Momentum Corporate Full time

**Introduction**

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.

**Role Purpose**Requirements**:

- Matric or equivalent
- COP in Retirement Fund or equivalent qualification
- Bilingual
- Multilingual
- Valid driving license (not endorsed)
- Sound knowledge of Claims policies, procedures, and processes.
- Sound knowledge of business products, associated rules, and legislation.
- 3 to 5 years’ experience in the retirement industry environment
- 1 to 2 years’ experience in a supervisory and/or management role

**Duties & Responsibilities**

INTERNAL PROCESS
- Liaising with Employers, beneficiaries, and relevant stakeholders (friends, colleagues, neighbours, etc. of the deceased) to clarify details regarding the deceased on death claims allocated for investigation.
- Conduct physical visits to families to investigate and verify information provided by claimants.
- Assist and ensure that claimants have filled in all documentation and provided all necessary supporting documentation.
- Follow up with beneficiaries and members on outstanding information required for claims and the investigation of death claims.
- Update the death claims control and system notes weekly to advise on the status of all death case investigations allocated to self and staff responsible for.
- Conduct quality assessment on claim documentation to ensure that they are complete, accurate and in compliance with the Fund Rules and applicable and relevant processes.
- Liaise with internal departments regarding the requirements of a death in service (e.g., benefit claim form, tax directive etc.) to ensure that the claim is processed within agreed service levels.
- Prepare a report on demise cases for presentation to Trustees at the Disposal of Death Benefit Committee monthly.
- Prepare and distribute allocation letters and request for payment instructions from beneficiaries to whom benefits were allocated in line with Fund specific monetary guidelines.
- Report on inflow and outflow of death claims statistics for areas.
- Prepare report and documentation for the Death Sub-committee meetings.
- Present cases investigated in are and reviewed Trustees at the Disposal of Death Benefit Committee (or Board of Trustees) meetings monthly.
- Facilitate financial advice / counselling for qualify beneficiaries.
- Review death claim investigations and provide guidance to the Client Care Consultants where needed and rate each investigation based on set business criteria.
- Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
- Manage client query processes and ensure that queries are tracked, accurately resolved, and used as a mechanism to improve client service and business processes
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
- Provide relevant & accurate information to all members of funds under administration in Regional Office centres (both walk-in and telephone enquiries).
- Provide first time resolutions on client (members’, beneficiaries, employers, etc.) queries, or if not, investigate client queries and providing feedback within agreed time frames.
- Taking ownership of queries and ensuring they are resolved timeously and effectively.
- Maintain a register of queries received, the type of thereof and the details of the enquirer on the platform and format provided and communicate this weekly to management.
- Maintain consistent service delivery to ensure client retention, satisfaction and to maximise client experience and influence positively by dealing with client requests in a competent, efficient, and professional manner.
- Maintain Fund
- and broad product knowledge to respond to customer queries effectively and accurately as well as for considerations with death case investigations (e.g., GLA multiple/s, etc) and for member education sessions.
- Conduct member education sessions (e.g., inductions, Employer Wellness Days, pre-retirement presentations etc.) to create awareness of the various features and processes associated with the fund
- Manage the office/s under jurisdiction by ensuring that networks and telephony are working, consumables are replenished, and that the office/s are operational.
- Keeping abreast with all requirements of the retirement industry as set out by the FSCA and the relevant legislation.

CLIENT
- Provide authoritative expertise and factual information to clients and stakeholders.
- 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

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