Client Service Administrator: 37C MMH260730-1

Role Purpose

To provide effective and efficient service to clients by receiving, evaluating and timeously responding to telephonic / electronic enquiries.

Requirements Experience and Qualifications

• Matric or relevant qualification.
• 2 Years Employee Benefits Experience.
• Knowledge of Section 37C of the Pension Funds Act and the associated legal and regulatory framework.
• Experience in preparing documents and presenting to trustees is an advantage.

Duties and Responsibilities

The Incumbent Will Be Co-responsible For The Following

• Administer the processing of Section 37C claims, including verifying claimants’ information, compiling necessary documentation, and ensuring the claims are processed accurately and promptly.
• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement 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.
• 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.
• Identify and report process and system failures and enhancements to improve client experience.
• Escalate client queries to the relevant department or stakeholder.
• 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.
• Collaborate and partner with team members in order to drive and support effective teamwork.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

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