Job Description

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

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

Experience and Qualifications

Matric or equivalent.
COP in Retirement Fund or equivalent qualification.
Proficient in English and Xhosa (Afrikaans would be advantages).
Valid driving license (not endorsed).
Sound knowledge of claims policies, procedures, and processes.
Sound knowledge of business products, associated rules, and legislation.
3 to 5 years of experience in the retirement industry environment.
1 to 2 years of experience in a supervisory and/or management role.

Duties & Responsibilities

Internal Process

Liaising with Employers, beneficiaries, and relevant stakeholders (friends, colleagues, neighbours, etc. of the deceased) to clarify details regarding the deceased on death claims allocated for investigation.
Conduct 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.
Follow up with beneficiaries and members on outstanding information required for claims and the investigation of death claims.
Update the death claims control and system notes weekly to advise on the status of all death case investigations allocated to self and staff responsible for.
Conduct quality assessment on claim documentation to ensure that they are complete, accurate and in compliance with the Fund Rules and applicable and relevant processes.
Liaise with internal departments regarding the requirements of a death in service (e.g., benefit claim form, tax directive etc.) to ensure that the claim is processed within agreed service levels.
Prepare a report on demise cases for presentation to Trustees at the Disposal of Death Benefit Committee monthly.
Prepare and distribute allocation letters and request for payment instructions from beneficiaries to whom benefits were allocated in line with Fund specific monetary guidelines.
Report on inflow and outflow of death claims statistics for areas.
Prepare reports and documentation for the Death Sub-committee meetings.
Present cases investigated in are and reviewed Trustees at the Disposal of Death Benefit Committee (or Board of Trustees) meetings monthly.
Facilitate financial advice / counselling for qualify beneficiaries.
Review death claim investigations and provide guidance to the Client Care Consultants where needed and rate each investigation based on set business criteria.
Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
Manage client query processes and ensure that queries are tracked, accurately resolved, and used as a mechanism to improve client service and business processes.
Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
Provide relevant & accurate information to all members of funds under administration in Regional Office centres (both walk-in and telephone enquiries).
Provide first time resolutions on client (members', beneficiaries, employers, etc.) 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, the type of thereof and the details of the enquirer on the platform and format provided and communicate this weekly to management.
Maintain consistent service delivery to ensure client retention, satisfaction and to maximise client experience and influence positively by dealing with client requests in a competent, efficient, and professional manner.
Maintain Fund- and broad product knowledge to respond to customer queries effectively and accurately as well as for considerations with death case investigations (e.g., GLA multiple/s, etc) and for member education sessions.
Conduct member education sessions (e.g., inductions, Employer Wellness Days, pre-retirement presentations etc.) to create awareness of the various features and processes associated with the fund.
Manage the office/s under jurisdiction by ensuring that networks and telephony are working, consumables are replenished, and that the office/s are operational.
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 in order 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 which builds rewarding relationships, facilitates feedback and provides exceptional client service.

People

Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
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

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 in order 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 which builds rewarding relationships, facilitates feedback and provides exceptional client service.

Competencies

Examining Information: Analyses and processes information; asks probing questions; strives to find solutions to problems.
Documenting Facts: Writes fluently when documenting facts; understands arguments logically; focuses on finding facts.
Articulating Information: Is articulate in giving presentations; is eloquent and explains things well; projects social confidence when articulating information.
Interpreting Data: Interprets data rationally by quantifying issues; applies technology as a means to evaluating data; evaluates information objectively.
Challenging Ideas: Prepared to disagree and question assumptions; challenges ideas and established views; comfortable arguing own perspective.
Checking Things: Is meticulous in finding errors; ensures accuracy by being thorough and checking details; produces high quality work by being detailed.
Providing Insights: Is focused on continuously improving things; provides insights by identifying key issues; makes intuitive judgments.
* Making Decisions: Is determined and decides on actions; willingly assumes responsibility; is definitive and stands by own decisions.