Supervisor: Client Services and Funds

**Duties and Responsibilities**
- Coordinate the customer service team with the aim of resolving queries efficiently and effectively.
- Drive and motivate the customer service team to achieve targets and KPIs.
- Provide recommendations to enhance current customer service processes to improve efficiency and find new ways of delivering on the industry mandate.
- Coach team members and provide constructive feedback to ensure they achieve their KPI’s and meet quality standards for all interactions.
- Scrutinizes assessor's completed claims for accuracy
- Quality Assurance
- Prepares batches of claims according to claim type and distributes to Fund Assessors
- Ensure that all claims are properly assessed and processed in line with the Standard Operating Procedures and Service Level Agreements
- Ensure that Fraud is eliminated through constant engagement and Training of Client Service Representative and Fund Assessors
- Assist staff at satellite offices to resolve queries and complaints.
- Ensure that claims are assessed for quality checks.
- Monitors progress with claims-and complaints by printing and engaging on daily reports.
- Monitors daily activities of Client Services department.
- Maintains statistics on claims on hand and prepares monthly reports for management.
- Logs and tracks enquiries and complaints on the system (first line of support)
- Build and Maintain relationships with other departments to ensure that queries and complaints are resolved.
- Issues Provident Fund Benefit Statements on request
- Identifies own and subordinates' training needs and reports to management accordingly.
- Handle own and departments correspondence.
- Ensures all claims and documents relating to Department are scanned/indexed.
- Attend to queries and complaints including those escalated by staff.
- Assesses urgent Provident Fund Claims and forward to the Fund Administrators for payment.
- Assists with interviewing process of employees in department and other related positions.
- Conducts performance reviews of subordinates.

**Knowledge / Experience / Skills / Abilities**
- Above average verbal and written communication and listening skills.
- Ability to withstand pressure and provide the clients/customers with above average services.
- Must at all times be diplomatic and assertive with customers/clients.
- Ability to overcome obstacles and meet targets and deadlines, thereby producing the specified results.
- Ability to work independently and use initiative along with problem solving abilities.
- Ability to build strong effective relationships with all stakeholders, i.e., existing clients and potential clients as well as internal stakeholders, i.e. colleagues and management.
- Must be a good team player and achieve objectives as set out by the Manager.
- Must be meticulous in carrying out tasks/instructions etc
- Must have good interpersonal and decision-making skills.
- Must have good analytical skills with attention to detail.
- Strong negotiation and report writing skills.
- Strong administration experience
- People management experience in all aspects
- Customer orientated behavior
- At least 2 years’ experience at a supervisory level
- All funds experience and knowledge of the main agreement and fund rules required.
- MCIS returns and funds assessing experience.
- Computer literate - MCIS, Word, Excel, Outlook

**Qualifications**
- An appropriate Grade 12 certificate and/or equivalent academic qualification
- Recognized tertiary qualification.
- 2 years’ experience in direct customer service experience
- Experience in managing teams and staff members.

**PEOPLE WITH DISABILITIES ARE ENCOURAGED TO APPLY.**

**THE COUNCIL'S EMPLOYMENT EQUITY TARGETS WILL BE APPLIED.