Senior Client Service Adminis

2 days ago

Centurion, South Africa Momentum Corporate Full time

**Introduction**

**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
- 2-3 years experience in Employee Benefits
- Business-related qualifications 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 the 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 the 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 work 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 of 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**
- Time management
- Attention to detail
- Accountability
- Teamwork

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