Senior Client Service Administ

Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people

Role Purpose
Provide quick and accurate administrative support, to enable the client service area to deliver a professional service to clients within Service Level Agreements and legislative / compliance requirements.

**Requirements**:

- Matric or equivalent
- Business related qualification advantageous
- MS Office Suite (Word, Excel)

Duties & Responsibilities

INTERNAL PROCESS
- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the

Service Level Agreement (48Hrs) and quality standards.
- Take ownership of complaints and ensure they are resolved timeously and effectively.
- Provide clients with the relevant information and documentation as required in line with policy guidelines.

Eg. Documentation for employee access
- Capture and update client information on relevant system/s, based on data received from the client.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to legislative / compliance requirements in the service process./ training on updates provided by L&D
- Identify and report process and system failures and enhancements to improve client experience.

CLIENT
- Investigate client queries within the agreed service level and ensure that client receives timeous

feedback.
- Escalate client queries to the relevant department or stakeholder.
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client

receives the appropriate after sales services.
- Provide regular reports on delivery of services against agreed service level agreements and in terms of

overall customer targets.
- Provide authoritative, expertise and advice to clients and stakeholders where relevant.
- Build and maintain relationships with 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 that 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
- Documenting Facts
- Meeting Timescales
- Attention to detail
- Accountability
- Establishing Rapport

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.