Role Purpose
Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), responding to their needs, concerns, and complaints within agreed Service Level Agreements and legislative and compliance requirements.
Requirements
Matric or equivalent1 to 2 years' experience in the retirement industry environmentVerbal and written communicationProficient in English and another official South African language (e.g. Afrikaans, Zulu, Xhosa etc.) (preferred)MS Office Suite (Word, Excel)Duties & Responsibilities
INTERNAL PROCESSEngage and liaise with Employers, beneficiaries, and relevant stakeholders to clarify details regarding the deceased on death claims allocated for investigation.Conduct telephonic engagements and physical visits to families to investigate and verify information provided by claimants.Assist and ensure that claimants have filled in all documentation and provided all necessary supporting documentation.Assist and follow up with beneficiaries and relevant stakeholders on outstanding information required for the investigation of death claims.Detailed update of the death claims control and system notes weekly to advise on the status of all death case investigations allocated.Conduct quality assessment on claim documentation to ensure they are complete, accurate, and in compliance with the Fund Rules and applicable processes.Complete death case file, once approved, must be consolidated and uploaded to the Benchmark system.Complete and package all beneficiary details individually in accordance with the applicable checklists and disburse in accordance with business processes to the Benchmark system.Liaise with internal departments for documentation related to a death in service to ensure that the claim is investigated within agreed service levels.Prepare detailed summary report per death case for presentation monthly.Prepare, distribute, explain, and follow up with beneficiaries on allocation letters and payment instructions from beneficiaries.Maintain consistent service delivery in accordance with client Service Level Agreements to ensure client retention, satisfaction and to maximize client experience.Provide relevant & accurate information to all members of funds under administration of MRA in Regional Office centers.Provide first time resolutions on client queries or if not, investigate client queries and providing feedback within agreed time frames.Taking ownership of queries and ensuring they are resolved timeously and effectively.Maintain a register of queries received and communicate this weekly to management.Maintain Fund- and broad product knowledge to respond to customer queries effectively and accurately.Conduct member education sessions to create awareness of the various features and processes associated with the Fund.Keeping abreast with all requirements of the retirement industry as set out by the FSCA and the relevant legislation.CLIENT
Provide authoritative expertise and factual information to clients and stakeholders.Build and maintain relationships with clients and internal and external stakeholders.Deliver on service level agreements made with clients and internal and external stakeholders.Make recommendations to improve client service and fair treatment of clients within area of responsibility.Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides 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
Identify opportunities and provide solutions 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.
#J-18808-Ljbffr
