Client Service Administrator

**Introduction**

**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.

**Role Purpose**
- To provide effective and efficient service to clients by receiving, evaluating and timeously responding to telephonic/electronic enquiries

**Requirements**:

- Matric or relevant qualification
- Exposure to the insurance or financial services industry
- 2 years relevant experience in client servicing environment
- Microsoft Office Suite (Word, Excel)
- Employee Benefits experience (advantageous)

**Duties & Responsibilities**

**The incumbent will be co-responsible for the following**:
- Answering calls from members and service providers to confirm benefits and assist with queries.
- Provide a first call resolution for resolving member and service provider queries.
- Ensure that documentation is completed accurately and correctly as per departmental guidelines in order to meet client needs.
- Effectively utilise IT systems to ensure accuracy of documentation.
- Adhere to policies and procedures and take corrective actions where necessary.
- Ensure all risks are mitigated and escalated where necessary.
- Provide excellent service to clients and stake holders to ensure client retention and satisfaction.
- Keep abreast of MMH product changes in order to effectively and accurately assist with client queries.
- Ensure Service Level Agreements are met and exceeded.
- Deal promptly with client requests in a competent, efficient and professional manner.
- Collaborate and partner with team members in order to drive and support effective teamwork.
- Display and live the MMH values when dealing with clients, stakeholders and members

**INTERNAL PROCESS**
- Capture data accurately on relevant systems according to Service Level Agreements.
- Provide relevant information and documentation as requested, in line with relevant guidelines.
- File and maintain all relevant documentation, enabling ease of access by team members.
- Accurately complete all administrative and reporting requirements within agreed timeframes

**CLIENT**
- Provide authoritative expertise to clients and stakeholders.
- 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 which 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**
- Planning and organising
- Accountability
- Customer orientation
- Attention to detail
- Good Communication skills
- Good attention to detail
- Interpersonal skills
- Time management skills