Annuity Administrator at Discovery Limited

Key Purpose of the role

• The responsibilities of this role is to assessment, administration and payment function within the Group Risk Claims Department.

 Areas of responsibility may include but not limited to

• Accurate assessment, investigation, and validation of claims in accordance with the goals, objectives, processes and standard operating procedures
• Issuing reminders on outstanding claim information for all pending claims and existing claims as per standard operating procedures
• Accurately updating and maintaining claims registers
• Drafting and issuing decision letters or synopsis for claim review
• Calculating benefits payable in line with the Life Plan Guide
• Ensure that complete and accurate claim files are maintained and that all documents and correspondence is saved on the central drives
• Administration skills, and reconciliation of payments
• Refund requests as per the standard operating procedures
• Ensuring all risks are mitigated and escalated, this includes the identification of fraudulent activity and non-disclosure.
• Timeously responding to escalations, complaints and QA findings/disputes (2 hours)
• Contact Centre – data verification standards and telephone etiquette for overflow
• Providing effective, efficient and professional service to all our clients, both telephonically and through written correspondence
• Taking ownership of queries and ensuring they are resolved timeously and effectively
• Maintains, compiles, reports, arranges, organizes and updates the filing systems  
• Compiling claim reports and payment schedule/payment letters
• Responding to queries timeously and managing workflow daily
• Adhering to the standard operating procedures
• Manage projects relevant to annuities team to ensure delivery within the agreed timeline
• Build and maintain with relationships at all levels service providers and internal departments to enhance organizational effectiveness and efficiency
• Report any irregularities to the Senior Manager
• Coordinate and monitor all claims related activities which includes payment of claims, reporting, data maintenance and client enquiries.
• Analyze processes to identify risks and opportunities for enhancements or innovations to continuously improve the team’s outputs
• Update and maintain standard operating processes
• Assist with staff development, coaching and training to optimize staff performance
• Managing complaints, escalations, and quality audit defects to ensure high levels of service are adhered to, including root cause analysis, implementation of preventative measures and corrective action
• Empower employees to take accountability for the targets agreed upon to ensure high service levels

Personal Attributes and Skills

• Resilience
• Working with People
• Results Driven
• Decision making skills
• Organizational awareness
• Attention to detail
• Analytical
• Adaptable/ flexible
• Creative and innovative
• People orientated
• Team player
• Customer centric
• Dependability and Reliability
• Self-starter  
• Quality Oriented
• Teamwork/Collaborative  
•  Integrity
• Tenacity  
• Tolerance for Stress                      

 Education and Experience

• Matric - Essential
• Decision making skills
• Time management skills
• Verbal and written communication skills 
• Problem solving skills
• Advanced MS Office Excel skills (Beneficial)  
• Organizational skills
• Knowledge and understanding of Employee Benefits and Claims Payments administration
• 3 - 5 years relevant experience