Employee Benefits Service Coordinator
3 days ago
The Client Liaison Officer is responsible for providing exceptional service to our members and employers, ensuring that their queries are resolved efficiently and effectively. The role involves communicating and engaging with employers, members, and stakeholders of the Fund, resolving queries, and monitoring service delivery on the Fund.
Key Responsibilities
- Fulfill the role of a liaison officer between the members of the Fund and the Fund's service providers.
- Deliver end-to-end service to members and employers, ensuring that their queries are resolved efficiently and effectively.
- Communicate and engage with employers, members, and stakeholders of the Fund.
- Resolve queries and monitor service delivery on the Fund, taking appropriate steps to ensure that SLA is delivered.
Walk-in Members
- Assist members with submission of claims and all queries.
- Process claims and queries in accordance with Fund policies and procedures.
- Verify claim documents: e.g., ID, forms, tax numbers, etc. Ensure that all forms are completed fully to ensure timely payment. Provide guidance to members on education and completion of all paperwork to prevent come-backs, advising members of any outstanding documentation or what will affect the delay of the claim.
- Support members and beneficiaries who are submitting and following up on their claims (withdrawal, funeral, disability, death, unclaimed benefits, retirement, trust fund).
- Address claims that are outside the service level agreement.
- Support walk-in queries to ensure end-to-end service and delivery, e.g., advising members who come to inquire about their membership status.
- Collaborate with various departments/stakeholders regarding member claims, e.g., to the relevant CLO/MCLO for further investigation.
- Provide members with benefit statements, contribution history, and quotations where available.
- Inform members about the benefits of the fund and process.
- Report daily to the manager for consideration and review.
Planning for Traveling
- Develop a yearly travel plan, dividing it into monthly segments.
- Notify all Client Liaison Officers (CLOs) of upcoming trips and obtain a list of employers to be visited from CLOs.
- Review all administrative tasks related to training, including full reconciliation, outstanding claims, and unallocated contributions.
- Check with the Agents that the employers to be visited are registered with the NBC and include those not registered in the preparation for the visits.
- Elevate all matters arising from employer meetings/visits to the relevant departments, ensuring that actions are taken accordingly.
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