Administrator - Sandton at Momentum Metropolitan Holdings Limited

Role Purpose    

• Effective execution of retirementfund administration in line withbusiness, legislative and industryrequirements, thereby improvingoverall client experience.

Requirements    

• Matric or equivalent
• 2 - 3 Years' experience in a Financial services administration environment

Duties & Responsibilities    

• Taking ownership of complaintsand ensuring they are resolvedtimeously and effectively.
• Providing first time resolution onescalated complaints.
• Engaging in effectivecommunication and deliveringaccording to SLA's.
• Service recovery and clientrelationship restoration.
• Dealing with client requests in acompetent, efficient andprofessional manner.
• Client / Broker visits whererequired.
• Client relationship building.
• Prepare Employer / Broker reports.
• Contributions – Understanding ofretirement fund contributionsprocess, including collection,recording and reconciliation as wellas management of defaults in linewith the S13A prescripts.
• Claims – Ability to process variousexits including Withdrawals,Retrenchments, Retirements aswell as knowledge of the full Deathbenefit processing in line with S37of the PFA.
• Transfers In and Out – Ability toprocess S14 transfers and performthe requisite reconciliations.

Client Servicing – Ability to addressqueries and resolve complaintsexpeditiously raised by members inboth spoken (telephonically andface-face) as well as writtencommunication (email).

• In conjunction with theAdministration Manager beaccountable for the co-ordinationof service delivery both internallyand externally.
• Support the Portfolio Manager thatenables efficient and effectiveclient service.
• Ensuring all risks are mitigated andescalated where necessary.
• Report on findings of complaints toavoid reoccurrence.
• Maintaining a consistent servicedelivery to ensure client retentionand satisfaction.
• Effectively utilising IT systems toensure accuracy of documentation.
• Ensuring adherence toorganisational best practice andlegislative requirements.
• Maintaining broad productknowledge in order to effectivelyand accurately respond tocustomer complaints.
• Build and maintain relationshipswith clients and internal andexternal stakeholders.
• Contribute to the process ofdeveloping client servicestandards in order to ensure clientsreceive clear and accurateinformation and are kept informedat all times.
• Make recommendations to improveclient service and fair treatment ofclients.
• Participate and contribute to aculture which builds rewardingrelationships, facilitates feedbackand provides exceptional clientexperience
• Continuously develop ownexpertise in terms of industry and subject matter development andapplication thereof in an area ofspecialisation.
• Positively influence and managechange and offer specialistsupport where required.
• Contribute to continuousinnovation through thedevelopment, sharing andimplementation of new ideas andinvolvement of colleagues andstaff.
• Participate and contribute to aculture of work centric thinking,productivity, service delivery andquality management.
• Take ownership for driving careerdevelopment.

Competencies    

• Analytical thinking
• Business acumen
• Presentation and facilitation skills
• Planning and Organising
• Interpersonal Relationships