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Client Service Administrator

1 month ago

Cape Town, South Africa Momentum Corporate Full time

**Introduction**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.**Role Purpose**
- Effective execution of retirement fund administration in line with business, legislative and industry requirements, thereby improving overall client experience.
- **Additional Information**
This role is on a Pay for Performance remuneration structure.

**Requirements**:
**Experience And Qualifications**
- Matric or equivalent.
- 2 - 3 Years' experience in a financial services administration environment.
- Employee benefits experience will be an advantage.

**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 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 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 coordination 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.
- Make recommendations to improve client service and fair treatment of clients.
- 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**
- Analytical thinking.
- Business acumen.
- Presentation and facilitation skills.
- Planning and Organising.
- Interpersonal Relationships.