Administrative Assistant - Complaints Resolution

Salt Employee Benefits; Gauteng; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Salt EB is seeking a meticulous Administrative Assistant in the Complaints Resolution department at their Midrand Offices. The role focuses on analysing data, resolving complex queries, and ensuring accuracy and quality in service delivery.

The candidate will manage FSCA queries, maintain records, and produce weekly and monthly reports for stakeholders while upholding Salt EB’s service standards and policies.

Qualifications

• Matric (Legal Studies) is required.
• 3 to 5 years’ experience in a similar position.
• Pension law added advantage.
• FICA awareness, and POPIA and TCF training.

Responsibilities

• Assist with data capturing and determinations and provide general administrative support.
• Provide administrative support to the Complaints Resolution department by accurately recording new complaints and determinations received, monitoring the central mailbox, distributing queries to the relevant personnel, and maintaining accurate records to support the efficient handling and resolution of complaints.
• Record and track complaints and determinations received from the PFA, the FSCA and other sources.
• Maintain a systematic filing system for all complaints, queries, responses and determinations issued by the PFA and other relevant authorities.
• Monitor the outcomes of PFA determinations issued and ensure adherence.
• Provide a weekly report on all complaints to Management.
• Provide monthly reports to the relevant stakeholders.
• Meet production standards in terms of quality and quantity.
• Ensure that written and verbal communication, both internal and external, is handled professionally and within the agreed service level agreements.

Skills

Written communication

Stakeholder management

Industry knowledge

Accuracy

Work under pressure

Interpersonal skills

Cross-team collaboration

Time management

Data analysis

CRM

Education

Matric (Legal Studies)

Tools

CRM

Job description

Overview:

Salt EB is seeking a meticulousAdministrative Assistant in the Complaints Resolution department to join their Midrand Offices. The top candidate is to apply specialised industry knowledge and experience to analyse data, resolve complex queries, enhance operational processes, and ensure accuracy and quality in the delivery of services.

The role requires effective stakeholder management, timely handling of queries from the Financial Sector Conduct Authority (FSCA), and compliance with retirement fund legislation, company policies and procedures. The successful candidate must demonstrate strong communication, teamwork, problem-solving and organisational skills while upholding Salt EB’s values and service standards.

Areas of Responsibilities:

• Assist with data capturing and determinations and provide general administrative support.
• Provide administrative support to the Complaints Resolution department by accurately recording new complaints and determinations received, monitoring the central mailbox, distributing queries to the relevant personnel, and maintaining accurate records to support the efficient handling and resolution of complaints.

Record Keeping and Filing:

• Record and track complaints and determinations received from the PFA, the FSCA and other sources.
• Maintain a systematic filing system for all complaints, queries, responses and determinations issued by the PFA and other relevant authorities.

Reporting:

• Monitor the outcomes of PFA determinations issued and ensure adherence.
• Provide a weekly report on all complaints to Management.
• Provide monthly reports to the relevant stakeholders.

Time and Quality Management:

• Meet production standards in terms of quality and quantity.
• Ensure that written and verbal communication, both internal and external, is handled professionally and within the agreed service level agreements.

Required Qualifications and Experience:

• Matric (Legal Studies)
• 3 to 5 years’ experience in a similar position
• Pension law added advantage
• FICA awareness, and POPIA and TCF training

Skills and Competencies:

• Written and verbal communication
• Stakeholder management (CRM)
• Industry knowledge and experience
• Accuracy and attention to detail
• Ability to work under pressure and meet deadlines
• Interpersonal skills
• Cross-team collaboration
• Time management
• Data analysis