Administrator : Complaints Resolution

2 weeks ago

Johannesburg, South Africa Salt Employee Benefits Full time

**_ Areas of Responsibilities_**

**Timeous Reponses to Queries**:

- Identify the source of the complaint by identifying all parties to a complaint, and direct that the relevant information be sought from all parties.
- Accurate query response within the stipulated timelines.
- Have good problem solving capabilities.

**Record Keeping/Filing**:

- Record/track complaints and determinations received from the PFA, FSCA and other sources.
- Have a systematic filing system for all complaints, queries, responses and determinations issued by the PFA and other relevant Authorities.

**Reporting**:

- Controlling the outcome of PFA determinations issued and ensuring adherence.
- Provide a weekly report/update of all complaints to Management.
- Provide monthly reports for the relevant stakeholders.
- Be able to deal with Board of Trustees and other stakeholder enquiries.

**Time and Quality Management**
- Meet production standards in terms of quality and quantity.
- Ensure written and verbal communication (internally and externally) is dealt with professionally and within the agreed service level agreements.

**_KPI :_**

**Investigation of Pension Funds Adjudicator (PFA) complaints**
- Respond to PFA/FSCA complaints in respect of the different Funds Administered by SALT EB within the prescribed timeframes.
- Draft eight responses per day, forty per week and one hundred and sixty per month.
- Timeous implementation of OPFA determinations.
- Ensure that responses to PFA and other stakeholders are of high-quality standard, furthermore, to ensure that supporting documents relate the drafted response.
- Attend to PFA queries relating to responses/Attorney and member queries.

**Record keeping**:

- Recording of new complaints and determinations for reporting purposes to EXCO and relevant stakeholders.

**Required Knowledge**:

- Engage in a professional manner whether it be verbal or face to face.
- Have the ability to communicate via different communication channels.
- Ensure that the role is carried out with the relevant accuracy, attention to detail and following instructions.
- Quality of work should be thorough.
- Ability to work through Funds Adjudicator (PFA) and FSCA complaints and queries against the Funds administered by SALT Employee Benefits and responding to them timeously and accurately.
- Must have a clear understanding of the legislation governing the Retirement Fund Industry.

**Qualifications**:

- Relevant LLB, BCom, or Bachelor’s Degree
- 3 to 5 years’ experience in a similar position
- EB experience
- Pension Law experience

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