Client Care Administrator

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 Provide quick and accurate administrative support, to enable the client service area to deliver a professional service to clients within Service Level Agreements and legislative/compliance requirements as well as to provide effective and efficient service to clients by receiving, evaluating and timeously responding to telephonic/electronic enquiries.

Requirements Experience and Qualifications

• Matric or equivalent.
• Minimum of 4 years’ Employee benefits experience.
• Extensive industry knowledge and product knowledge as well as relevant legislation.

Duties & Responsibilities INTERNAL PROCESS

• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement (48Hrs) and quality standards.
• Take ownership of complaints and ensure they are resolved timeously and effectively.
• Acknowledge receipt of emails timeously and provide detailed feedback to ensure a one stop service delivery.
• Provide clients with the relevant information and documentation as required in line with policy guidelines, e.g., Documentation for employee access.
• 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.
• Answering calls from members and service providers to confirm benefits and assist with queries.
• Provide a first call resolution for resolving member and service provider queries.
• Ensure that documentation is completed accurately and correctly as per departmental guidelines to meet client needs.
• Effectively utilise IT systems to ensure accuracy of documentation.
• Adhere to legislative / compliance requirements in the service process/ training on updates provided by L&D
• Identify and report process and system failures and enhancements to improve client experience.
• Deal promptly with client requests in a competent, efficient and professional manner.
• Collaborate and partner with team members to drive and support effective teamwork.

CLIENT

• Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
• Provide accurate information and advice to clients and stakeholders to ensure that the client receives the appropriate after sales services.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• Provide authoritative, expertise and feedback to clients and stakeholders where relevant.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders 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 a culture that 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 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.