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Client Service Administrator: Indexing
2 weeks ago
Introduction
Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities and businesses. Visit us at
Disclaimer
As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose
Accurately and effectively analyse and review incoming correspondence and documents and create and allocate appropriate workflow task on the workflow system within the service level agreement.
Requirements
Experience and Qualifications
Matric qualification or equivalent
At least 1 year administration and data capturing experience
Basic computer skills (MS Office suite)
Employee benefits experience will be an advantage
Duties & Responsibilities
The incumbent will be co-responsible for the following:
Conduct thorough analysis of documents to accurately understand content, context, and scope for precise indexing.
Identify and extract critical information to initiate appropriate workflows for annuitants and relevant stakeholders.
Develop and maintain a structured, logical, and user-friendly indexing system to facilitate efficient information retrieval.
Manage timely indexing and allocation of incoming documents and correspondence within established service level agreements (SLAs).
Perform accurate data capturing to ensure quality and consistency of indexed records.
Respond promptly and professionally to basic enquiries, ensuring resolution within agreed SLA targets.
Redirect emails and enquiries to the correct departments or individuals based on knowledge of the internal organisational structure.
Build and maintain strong cross-departmental knowledge to streamline enquiry routing and enhance communication efficiency.
Deliver excellent customer service by maintaining clear, courteous, and professional interactions with all internal and external stakeholders.
Support frontline operations by managing inbound call overflow and providing effective query handling assistance.
Adhere strictly to Treating Customers Fairly (TCF) principles to ensure ethical handling of all indexing and customer service activities.
Continuously identify process improvements to optimize indexing workflows and enhance overall operational efficiency.
Competencies
Attention to detail
Time management skills
Teamwork
Communication
Resilience
Adaptability
