Client Services Administrator

2 weeks ago

Sandton, 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**

Effective execution of retirement fund administration for Defined Benefit (DB) Funds in line with business, legislative and industry requirements, thereby improving overall client experience.

**Requirements**:

- Matric or equivalent qualification
- 3-5 Years' experience in a Financial services administration environment

**Duties & Responsibilities**
- Taking ownership of complaints and ensuring they are resolved timeously and effectively.
- Providing first time resolution on escalated complaints.
- Engaging in effective communication and delivering according to SLA's.
- Service recovery and client relationship restoration.
- Dealing with client requests in a competent, efficient and professional manner.
- Client / Broker visits where required.
- Client relationship building.
- Prepare Employer / Broker reports.
- Contributions -; Understanding of DB retirement fund contributions process, including collection, recording and reconciliation as well as management of defaults in line with the S13A prescripts.
- Claims -; Ability to process various DB exits including Withdrawals, Retrenchments, Retirements as well as knowledge of the full Death benefit processing in line with S37 of the PFA.
- Transfers In and Out -; Ability to process S14 transfers and perform the requisite reconciliations.
In conjunction with the Administration Manager be accountable for the co-ordination of service delivery both internally and externally.
- Support the Portfolio Manager that enables efficient and effective client service.
- Ensuring all risks are mitigated and escalated where necessary.
- Report on findings of complaints to avoid reoccurrence.
- Maintaining a consistent service delivery to ensure client retention and satisfaction.
- Effectively utilising IT systems to ensure accuracy of documentation.
- Ensuring adherence to organisational best practice and legislative requirements.
- Maintaining broad product knowledge in order to effectively and accurately respond to customer complaints.
- Build and maintain relationships with clients and internal and external stakeholders.
- Contribute to the process of developing client service standards in order to ensure clients receive clear and accurate information and are kept informed at all times.
- Ownership and management of Benefit and Projection statement process, including providing data and requesting calculations from the Actuary.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client experience
Positively influence and manage change and offer specialist support where required.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
- Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
- Take ownership for driving career development.

**Competencies**
- Sense of urgency
- Analytical thinking
- Commercial thinking and business acumen
- Presentation and facilitation skills
- Influencing
- Planning and Organising
- Interpersonal Relationships

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