Client Service Administrator

7 months ago

Cape Town, South Africa Momentum Corporate Full time

**Introduction**

**Role Purpose**

Effective execution of retirement fund administration in line with business, legislative and industry requirements, thereby improving overall client experience.

**Requirements**:

- Matric or equivalent (Mathematics and/or Accounting)
- 2 - 3 Years' experience in a Financial Services Administration environment will be an advantage.
- 1 - 2 Years' experience in Employee Benefits will be an advantage

**Duties & Responsibilities**

**INTERNAL PROCESS**
- Take ownership of all client service requests and ensure that it is resolved timeously and effectively.
- Dealing with client requests in a competent, efficient and professional manner.
- Answering calls from members and service providers to confirm benefits and assist with queries.
- Provide a first call resolution for resolving member and service provider queries.
- Taking ownership of complaints and ensuring they are resolved timeously and effectively.
- Capture data accurately on relevant systems according to Service Level Agreements.
- Provide relevant information and documentation as requested, in line with relevant guidelines.
- File and maintain all relevant documentation, enabling ease of access by team members.
- In conjunction with the Administration Manager be accountable for the co-ordination of service delivery both internally and externally.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to all relevant legislative/compliance requirements.
- Identify and report process and system failures and enhancements to improve client experience.

**CLIENT**
- Provide authoritative expertise to clients and stakeholders.
- Build and maintain relationshipswith 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 managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

**PEOPLE**
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional,industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Take ownership for driving career development.

**FINANCE**
- Contribute to the financial planning process within area.
- Identify opportunities to enhance cost effectiveness and increase operational efficiency.
- Manage financial and other company resources under your control with due respect.
- Provide input into the risk identification processes and
- communicate recommendations in the appropriate forum.

**Competencies**
- **Examining Information**:Analyses and processes information asks probing questions strives to find solutions to problems.
- **Team Working**:Works participatively with others is democratic and encourages team contributions collaboratively involves others in decision making.
- **Meeting Time scales**:Is target focused and meets deadlines is punctual and keeps to schedule is reliable in finishing tasks.
- **Checking Things**:Is meticulous in finding errors ensures accuracy by being thorough and checking details produces high quality work by being detailed.
- **Following Procedures**:Conforms and adheres to rules closely follows instructions and procedures minimises risks by sticking to processes.
- **Managing Tasks**:Manages tasks by being organised and methodical plans activities systematically sets priorities for tasks.
- **Producing Output**:Is focused on activity and works quickly keeps busy and maintains productivity is comfortable multi-tasking to produce output.
- **Taking Action**:Takes action to make things happen uses initiative to start things up shows drive and invests personal energy.
- **Telephone Etiquette**:Good telephone manner with a clear speaking voice.
- **Communication skills** and ability to build report with the customer in a professional and courteous manner.

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