Client Service Administrator MMH260911-9

Momentum; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Momentum seeks an experienced administrative professional to support client services for annuity products in a Cape Town office. You will receive, evaluate and respond to enquiries, handle monthly reconciliations and process annuity payments, ensuring accuracy and timeliness.

The role requires Matric, 2 years of admin experience in client services, and proficiency in Excel. Knowledge of medical aid or pension funds is advantageous, as is experience in employee benefits.

Qualifications

• Matric or equivalent required.
• Minimum 2 years administration experience in a client service environment.
• Proficient in Excel and data handling.
• Knowledge of medical aid and/or pension funds is advantageous.
• Employee Benefits experience is advantageous.

Responsibilities

• Administration of annuity business including monthly pension payments and death claims.
• Send monthly pay slips, annual tax certificates and increases to members.
• Load new member information and amend existing records in the system.
• Ensure monthly pay run balances are submitted for checking and approval.
• Complete monthly medical aid reconciliations and balance monthly billing from the medical aid.
• Resolve client queries within agreed turnaround times to ensure satisfaction and retention.
• Adhere to policies and procedures and mitigate risks.
• Keep monthly registers up to date and follow up on items.
• Maintain high call centre service levels and provide efficient client service.
• Process admin fees within agreed turnaround time.
• Take ownership of client service requests and resolve timeously.
• Provide required information and documentation per guidelines.
• File and maintain documentation for easy access by team.
• Complete all administrative and reporting tasks per SLA and process documents.
• Identify and report process and system improvements to enhance client experience.
• Build and maintain relationships with clients and stakeholders.
• Deliver on SLAs and manage client expectations.

Skills

Client service

Administration experience

Knowledge of medical aid and/or funds

Employee benefits experience

Education

Matric or NQF level 4

Tools

Excel

Job description

Role Purpose

To provide effective and efficient service to clients by receiving, evaluating and responding to enquiries timeously and to ensure monthly reconciliation are conducted and annuity payments are processed.

Requirements

Experience and Qualifications

• Matric or NQF level 4
• 2 Years' administration experience in a Client Service environment
• Proficient in Excel
• Knowledge of medical aid and/or pension funds will be an advantage
• Employee Benefits experience will be an advantage

Duties and Responsibilities

The Incumbent Will Be Co-responsible For The Following

• Administration of Annuity business which includes monthly pension payments and death claims.
• Send monthly pay slips, annual tax certificates and increase letter to members timeously.
• Accurately load new member information and amend current member information on the system in order to maintain annuitants records.
• Ensure that the monthly pay run balances is submitted timeously for checking and approval.
• Complete monthly medical aid reconciliations and balance monthly billing received from the relevant medical aid.
• Effectively and efficiently resolve client queries within agreed turnaround times to ensure client satisfaction and retention.
• Adhere to policies and procedures and take corrective action where necessary to mitigate risks.
• Ensure all monthly registers are up to date and follow up items are actioned.
• Ensure that the call centre service factor remains above 95% by providing clients with efficient service.
• Process admin fees within agreed turnaround time.
• Take ownership of all client service requests and ensure that it is resolved timeously and effectively.
• 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.
• Accurately complete all administrative and reporting requirements within agreed timeframes, as per the Annuities SLA document and process documents.
• Identify and report process and system failures and enhancements to improve client experience.
• 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 culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Effectively attend to enquiries via call centre and team mailbox within agreed timeframes.
• 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.