Query Resolution Specialist

17 hours ago

Parktown, South Africa M&M Staffing Solutions Full time

Reporting to the Manager: CRM. The purpose of this role is to Process the monthly Credit Control, Section 52 Current Account & Cash Controls Reconciliations emanating from Queries.

**KEY ACCOUNATBILITIES**:
**Operational Process**
- Credit Control premium investigation on the billing accounts and Current account
- Request a refund validate the amount payable to member, ensure correct banking details updated
- Activate Section 52 onto the system, move funds from Billing accounts into Credit control facility account
- Billing & Collection Analysis, Corrective billing of the accounts
- Reconciliations per member level
- Operational Accounts basic and complex queries, provide comprehensive feedback
- Assistance with Intermediary service request and amendments
- Providing support and assistance to team members and team leader
- Assistance and finalisation of team projects
- Identifying of trends and root cause analysis
- Interaction with internal departments

**Accounting**
- Prepare payment, move funds between accounts
- Prepare daily and month end journals.

**Stakeholder management**
- Provide support to the broader Life Operations teams
- Establish, maintain, and build relationships with key stakeholders
- Liaison function with internal and external department.
- Assist with year-end requirements and audit queries

**Additional Accountabilities**
- Respond to queries and investigations within agreed SLA.
- Perform in depth root cause analyses to address gaps in systems, process and people
- Adherence to process control and service levels agreements.
- Performing other duties assigned from time to time by the manager

**REQUIREMENTS**:
**Education**:

- B. Com Accountancy or Business Administration degree would be an advantage

**Experience**:

- 3-5 years’ experience within a financial services environment, preferably in the Insurance Industry advantage
- Strong reconciliation experience is required
- Proficient in MS Office - Advanced Excel

**Knowledge and Skills**:

- General knowledge of insurance legislation/rules advantage
- Exposure in dealing with members, brokers and advisor’s advantage
- IT Skill: Strong computer skills, including Microsoft Office Package at a Moderate level
- Strong sense of commitment to the organization’s goals and values
- Good business sense
- Basic knowledge of accounting and financial principles

**Competencies**:

- Communication skills (written and verbal)
- Clear consistent way of working with an ability to keep things simple
- Ability to learn quickly and pick up information faster than most
- Ability to challenge the status quo and influence others
- Resilience to stress and ability to stay calm when stress levels rise
- Efficient and detailed in approach to work
- Takes the lead in tough situations, very highly capable

**Job Type**: Permanent

**Salary**: R288,000.00 - R360,000.00 per year

Application Question(s):

- Do you have general knowledge of insurance legislation/rules?
- Do you have Exposure in dealing with members, brokers and advisors?
- Do you have basic knowledge of accounting and financial principles?

**Education**:

- Bachelors (preferred)

**Experience**:

- Financial services environment/ Insurance Industry: 3 years (preferred)
- Reconciliation: 2 years (required)
- Advanced Excel: 3 years (required)

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