Specialist Manager

5 months ago

Cape Town, South Africa Momentum Corporate Full time

**Introduction**

**Role Purpose**

Investigate claims to determine the legitimacy of claims and adherence to product and organizational requirements.

**Requirements**:

- 6 - 8 years experience in the financial services industry (essential)
- 2 - 3 years people management experience (essential)
- Formal qualificationsGrade 12 or equivalent qualification
- Extensive financial services industry knowledge.
- Knowledge of administrative policies, procedures and processes.
- Knowledge of business related rules, legislation and regulations.
- Knowledge of relevant regulatory and compliance requirements.
- Bilingual
- Valid driving license (not endorsed)
- COP in Retirement Fund or equivalent qualification (Desirable)
- Multilingual (Desirable)

**Duties & Responsibilities**

INTERNAL PROCESS
- Prepare and provide monthly reports on delivery of services against agreed service level agreements and in terms of overall client targets (e.g., death claims investigations, walk-in clients, telephone queries not related to death claims, etc.).
- 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 (both Employer driven
- & internal investigations),
Engage the Employer where all required documentation was not received/obtained during their investigation, explaining the purpose and need thereof.
- 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.
- Ensure that the death claims control and system notes are updated weekly to advise on the status of all death case investigations allocated to staff responsible for.
- Facilitate Fund training to members and stakeholders (Workshops)
- Facilitate Employer training for processes of Fund administration (Contributions, Disability, Retirement, Withdrawal and Death cases)
- Identify common client questions to address common questions and upskill staff herein.
- 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

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