Client Services Administrator

**Introduction**

**Role Purpose**

Effective execution of retirementfund administration in line with business, legislative and industry requirements, thereby improving overall client experience.

**Requirements**:

- Matric or equivalent
- 2 - 3 Years' experience in a Financial services administration environment
- 1 - 2 Years' experience in Employee Benefits

**Duties & Responsibilities**

INTERNAL PROCESS
- Take ownership of all client service requests and ensure that it is resolved timeously and effectively.
- Dealing with client requests in acompetent, efficient andprofessional manner.
- Taking ownership of complaints and ensuring they are resolved timeously and effectively.
- 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.
- In conjunction with the Administration Manager be accountable for the co-ordination of service delivery both internally and externally.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to all relevant legislative / compliance requirements. Identify and report process and system failures and enhancements to improve client experience.

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**
- Examining Information: Analyses and processes information asks probing questions strives to find solutions to problems
- Team Working: Works participatively with others is democratic and encourages team contributions collaboratively involves others in decision making
- Meeting Timescales: Is target focused and meets deadlines is punctual and keeps to schedule is reliable in finishing tasks
- Checking Things: Is meticulous in finding errors ensures accuracy by being thorough and checking details produces high quality work by being detailed
- Following Procedures: Conforms and adheres to rules closely follows instructions and procedures minimises risks by sticking to processes
- Managing Tasks: Manages tasks by being organised and methodical plans activities systematically sets priorities for tasks
- Producing Output: Is focused on activity and works quickly keeps busy and maintains productivity is comfortable multi:tasking to produce output
- Taking Action: Takes action to make things happen uses initiative to start things up shows drive and invests personal energy