Refund & Insurance Administrator Retail

5 hours ago

Cape Town, South Africa Tower Group Full time

**PRIMARY OBJECTIVE/GENERAL OVERVIEW**:
The Refunds & Insurance Administrator is primarily responsible for ensuring that Customers are reimbursed for products returned in a timely and controlled manner, verifying the validity of Refunds, and maintaining adequate record retention. In addition, the administration of the Customer Insurance claim process forms part of their job function.

**Requirements**:

- Grade 12 (Tertiary qualification advantageous)
- A minimum of one year experience in a Retail environment
- Intermediate proficiency in Microsoft Excel
- Background of experience in a same or similar role (preferably in a **Finance Administrative position**)
- Competency on SAP advantageous
- Excellent Customer Service skills
- Ability to work under pressure to meet objectives
- Excellent communication skills (both verbal and written correspondence), and telephonic etiquette
- Sound administrative skills and business acumen
- Ability to effectively and efficiently solve problems

**Accountabilities**:
**REFUNDS**
- Process Refunds accurately and in a timely manner - Daily task
- Extract transactional data from SAP and populate Refunds tracker file
- Monitor, track, and update Refunds tickets on SysAid platform
- Review Refund forms and supporting documents received from Stores
- Engage with Stores and Customers to obtain any missing, illegible, or inaccurate info.
- Ensure that Policy exceptions are authorized by Field Leadership and/or Finance
- Department (e.g. Eligibility period exceeded, Cash and Gift Card Refunds)
- Log tickets on HDA platform, for the processing of EFT Refunds by GBS, and visibility of Card Refunds
- Perform daily reconciliation of Refunds processed and paid.
- Update and maintain Refunds tracker file
- Address and resolve all open, outstanding, and rejected Refunds, with urgency.
- Provide GBS Italy with info required for the completion of Banking reconciliations.
- Request / provide proof of payments where required / for ad hoc requests.
- Ensure adherence to the Refunds Policy & Procedures. Address any deviations or suspected foul play / fraudulent activity with Line Management.
- Distribute Refunds tracker to Field Leadership Team, for visibility and follow up of open/ outstanding Refunds
- Communicate with Edgars/ RCS and Finance Team to facilitate accurate reconciliations and Refund payments.
- Maintain and retain orderly records.

**INSURANCE**
- Monitor, track and update Insurance tickets on SysAid platform
- Provide Customers / Stores with Insurance quotations
- Action claim approvals received from Insurance Company / Broker - Communicate with
- Customers and Stores to facilitate the purchase of replacement Frame/s
- Request that Stores submit transaction receipts and supporting documents to Finance Department.
- Assist Stores, Field Management and Finance Team with any info required or process queries pertaining to Insurance claims.

**INVENTORY & LOGISTICS**
- Reconcile and control the receipt of Store Damages and BPG’s; address and resolve outstanding items with Stores and Field Leaders
- Arrange and sign off quarterly destructions with Team Leader
- Assist Team Leader with I&L functions and adhoc activities

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