Front Office Administrator MMH260818-16

Role Purpose

Provide quick, accurate, and efficient administrative support to clients and intermediaries, ensuring professional service delivery within Service Level Agreements and compliance requirements. This includes promptly handling enquiries through various channels, educating stakeholders on group benefits and digital platforms, and delivering formal training and ongoing support to Employer Portal users when required. The role also focuses on promoting operational efficiency by reducing manual processes, thereby enhancing the overall client and broker experience through smart, self-service solutions.

Requirements Experience and Qualifications

• Matric or Grade 12 Equivalent
• 3-5 Years’ experience in Employee Benefits administration environment
• Computer literacy: MS Office suite (Word, Excel, PowerPoint, MS Teams)
• Client service experience
• Industry knowledge and product knowledge as well as relevant legislation
• Bilingual: English and Afrikaans or an African language would be an advantage

Duties and Responsibilities

• Attend to calls and emails from clients and assist promptly with queries.
• Take ownership of all client service requests and ensure timely, effective resolution.
• Respond to and resolve basic enquiries within agreed Service Level Agreements (SLAs).
• Provide first-call resolutions for member and service provider queries.
• Escalate client queries or training issues promptly to the appropriate channel for quick resolution, where necessary and follow-through until resolved.
• Ensure principles of Treating Customers Fairly (TCF) are applied in all interactions.
• Promote digital services and provide digital platform training to employers (ERP) and members (SBS, Smart Move, App, etc).
• Capture details accurately on relevant systems as per client request.
• Ensure documentation is completed correctly as per requirements and inform client accordingly.
• File and maintain documentation for easy access by team members.
• Reduce manual administration for ERP clients where possible.
• Adhere to all relevant legislative and compliance requirements.
• Ensure policies and procedures are followed; take corrective action where necessary.
• Mitigate and escalate risks as required.
• Communicate any risks identified for corrective actions to be taken.
• Actively work towards minimising Profit & Losses, escalations/complaints and reworks
• Identify and escalate process/system inefficiencies.
• Build and maintain strong relationships with clients and internal/external stakeholders.
• Provide accurate information to clients and stakeholders.
• Impart knowledge of Momentum Corporate processes via training, coaching, and support.
• Create and maintain collaborative relationships with internal teams for effective servicing and navigation.
• Identify and report process/system failures to improve client experience.
• Make recommendations to improve client service and fairness.
• Manage/handle financial and other company resources (including assets) responsibly.
• Keep abreast of product changes to assist clients effectively.
• Continuously develop professional, industry, and legislative knowledge.
• Contribute to innovation through sharing and implementing new ideas.
• Take ownership of career development and positively influence change initiatives.
• Collaborate with peers to drive effective teamwork.
• Display and live company values in all interactions.

As an applicant, please verify the legitimacy of this job advert on our company career page.-289468363