Servicing Consultant

1 week ago

Parktown, South Africa Rand Mutual Assurance Full time

Co-ordinate, plan and deliver on all required tasks within the Retirement fund Group Risk market segment which would involve the preparation and issuing of all policy documentation; management of schemes, including premium management, and client credit control; collating of all claim documentation for lump sum claims; assessment of Lump sum claims and ensuring payment of all claims within timelines; management of all renewal processes including issuing of renewal documents; overseeing and ensuring FICA processes are concluded in line with legislative requirements; supporting and assisting with all necessary PPR comparisons wherever necessary; data management including providing necessary information to underwriting head to conclude underwriting requirements.

Key Responsibilities
- Ensure that agreed service levels are adhered to - with the aim to continuously improve,
- Support the retention of existing clients and securing new business - This might mean the need to assist a New Business Consultant in support of client negotiations.
- Manage client expectations in respect of service delivery - Always respond, never leave a query for the next day.
- Report on trends that could negatively impact service provided to clients - This includes claim payments, underwriting, renewals etc. Not only will you need to report on negative trends but support finding solutions.
- Attend to all queries raised by clients and ensure timely resolution of all queries - Respond to within 24 hours.
- Provide ongoing feedback to clients regarding their requests and the status of their schemes - Keep them updated at each step if it is going to taking longer than usual.
- Provide monthly claims and scheme reports for clients.
- Provide regular communication to clients on their schemes
- Provide ongoing education to clients regarding processes and products. - Each Client has individual needs. Work on processes that best suites them to build relationship and repertoire with clients.
- Obtain data required from clients to assist in the administration of their schemes. Ensure this is updated to the administration’s platforms
- Provide constant feedback to the business on client perceptions and experience. - When the experience is bad, always try and suggest a process or plan so that this does not happen again.
- Flexibility to enable to meet client expectation.
- Oversee the renewal management process.
- Problem solving ie. Finding solutions when client’s requests fall outside of normal processes.
- Assist with co-ordination between clients and outside service providers eg. Doctor’s rooms and nurses
- Attend scheduled client meetings and always provide minutes
- Be a team player, always jump at any opportunity to assist and learn, especially with the development of new and existing processes
- Help the Team, and share ideas

Matric
- Business Degree Advantageous.
- COP (IISA Certificate of Proficiency - Retirement Fund)

At least 5 to 10 years of experience in Retirement Fund Group Risk Benefits.
- Experience in dealing with client queries and challenging broker environment.
- Must have experience attending client meetings and engaging with clients

Knowledge of systems and relevant workflow processes
- Comprehensive Group risk product knowledge
- Knowledge of business rules, processes and procedures
- Excellent written and verbal communication skills
- Competent in the use of MS Excel, Word and PowerPoint

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