Complaints Resolution Specialist

7 days ago

Johannesburg, Gauteng, South Africa Salt Employee Benefits Full time
Job Title: Administrator Complaints Resolution

Job Summary:

We are seeking a highly skilled and experienced Administrator Complaints Resolution professional to join our team at Salt Employee Benefits. The successful candidate will be responsible for investigating and resolving complaints related to pension funds, ensuring timely and accurate responses to queries, and maintaining a systematic filing system for all complaints and determinations.

Key Responsibilities:
  • Investigation and Resolution: Investigate and resolve complaints related to pension funds, ensuring timely and accurate responses to queries.
  • Record Keeping: Maintain a systematic filing system for all complaints, queries, responses, and determinations issued by the Pension Funds Adjudicator and other relevant authorities.
  • Reporting: Provide weekly and monthly reports to management on complaints and determinations, as well as respond to Board of Trustees and other stakeholder enquiries.
  • Time and Quality Management: Meet production standards in terms of quality and quantity, ensuring written and verbal communication is dealt with professionally and within agreed service level agreements.
Requirements:
  • Qualifications: Relevant LLB, BCom, or Bachelor's Degree, with 3-5 years' experience in a similar position.
  • Experience: 3-5 years' experience in PFA case management or complaints resolution, with a strong understanding of pension law and industry knowledge.
  • Skills: Excellent communication and problem-solving skills, with the ability to work under pressure and meet deadlines.
Competencies:
  • Matric: Required.
  • Excel: Proficient.
  • Communication (Written and Verbal): Excellent.
  • English (Business writing and email etiquette): Strong.
  • Stakeholder management (CRM): Experienced.
  • Industry knowledge and experience: Strong.
  • Accuracy and attention to detail: High.
  • Judgement and Decision Making: Strong.
  • Working under pressure and Deadline driven: Experienced.
  • Organizational skills/Planning and prioritizing: Strong.
  • Interpersonal skills: Excellent.
  • Settings goals: Experienced.
  • Cross team collaboration: Strong.
  • Innovation: Experienced.
  • Management of time: Strong.
  • Analysis of data: Experienced.
  • Judgement/Decision making: Strong.
  • Negotiation and Conflict Management: Experienced.
  • Networking: Strong.
  • Persuasion: Experienced.
  • Prospecting: Strong.
  • Public Speaking: Experienced.
  • Research: Strong.
  • Computer literacy: Proficient.
  • Pensions Law knowledge, particularly the Pension Funds Act 24 of 1956: Strong.
  • Knowledge of other SA Laws relevant to the Retirement Fund Industry: Experienced.

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