Client Service Administrator: Pensioner Payroll

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 www.momentumgroupltd.co.za

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

Role Purpose To deliver efficient and accurate pensioner payroll administration and exceptional client servicing by ensuring professional service to clients within Service Level Agreements and legislative / compliance requirements such as timely annuity payments, effective telephonic / electronic query resolutions.

Requirements****Experience And Qualifications

• Matric or equivalent.

• Minimum of 5 years’ Employee benefits experience.

• Experience in annuity / pensioner payroll administration is an advantage.

• Extensive industry knowledge and product knowledge as well as relevant legislation.

Duties & Responsibilities****INTERNAL PROCESS

• Maintain and update pensioner records accurately, including banking details, addresses, medical aid information and member-level transactions across systems.

• Ensure audit files remain up to date, assist with audit queries and support year-end processes.

• Process standard pensioner payroll transactions such as monthly annuity updates, basic reconciliations and data corrections needed for accurate payment runs.

• Assist with administrative tasks related to medical aid billing and basic monthly checks to ensure information aligns with pensioner records.

• Action routine death-related updates, such as stopping payments and initiating documentation requests, before escalation to Senior Administrators.

• Perform proof-of-existence checks and follow up on missing documentation to ensure continuity of pension payments.

• Professionally engage with clients and intermediaries to resolve queries within SLA (48 hours) and quality standards.

• Take ownership of complaints and ensure timely, effective resolution.

• Acknowledge emails promptly and provide clear, comprehensive feedback for one-stop service delivery.

• Provide accurate information and required documentation in line with policy guidelines.

• Capture and update client information accurately on relevant systems.

• Complete all administrative and reporting tasks within agreed timeframes.

• Handle calls from members and service providers, confirming benefits and resolving queries on first contact where possible.

• Ensure documentation is accurate and compliant with departmental and legislative requirements.

• Utilise IT systems effectively to maintain accuracy and efficiency.

• Identify and report process or system improvements to enhance client experience.

• Respond to client requests promptly, professionally, and collaboratively within the team.

CLIENT

• Handle pensioner queries professionally through telephone, email and written communication, ensuring timely and accurate responses.

• Distribute client communication timeously: payslips, tax certificates, increase letters and other notifications.

• Maintain service levels aligned to SLAs and ensure all registers, follow-ups and client requests are completed and actioned.

• Build and maintain strong relationships with pensioners, trustees, internal partners and other stakeholders to ensure a positive service experience.

• Take ownership of client service requests, ensuring timely resolution of queries (including call centre and mailbox items).

• Escalate complex queries to Senior Administrators or the Administration Manager, ensuring proper tracking and closure.

• Investigate and resolve queries within agreed SLAs, providing prompt and accurate feedback.

• Deliver accurate information, advice, and after-sales support to clients and stakeholders.

• Provide regular service delivery reports against SLAs and customer targets.

• Build and maintain strong relationships with internal and external stakeholders.

• Manage client expectations by delivering on agreed service standards.

• Recommend and implement improvements to enhance client experience and fair treatment.

• Contribute to a collaborative, feedback-driven culture focused on 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

• Ensure accurate processing of pensioner payroll, tax submissions, medical aid balances, trustee payments and reconciliations that impact financial accuracy.

• Minimise financial risk through adherence to governance, tax rules, internal controls and verification of financial documentation.

• Escalate financial risks or discrepancies timeously and ensure corrective action is taken.

• Support sound financial management through accurate reporting, audit preparedness and maintaining error-free transactional processing.

• 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

• Attention to detail.

• Planning and organising.

• Communication skills (verbal and email).

• Accountability.

• Client orientation.

• Teamwork.