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

To deliver efficient and effective service to clients and intermediaries by managing queries, ensuring compliance, and supporting operational excellence within the Retirement and Risk Book of Business.

Requirements

Qualifications & Experience

Grade 12 (NQF Level 4)
3 - 5 years of relevant experience in employee benefits
In-depth industry and product knowledge
Intermediate Excel skills, i.e., VLOOKUPS
Yenzani training completion preferred

Duties & Responsibilities

Effective and prompt management of the team mailbox.
Engage with clients and intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
Take ownership of complaints and ensure they are resolved timeously and effectively.
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, based on data received from the client.
Accurately complete all administrative and reporting requirements within agreed timeframes.
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.
Check documents for credit control and risk claims accruals, including refunds and write-offs.
Prepare quarterly admin and broker reports as well as handle ad hoc reporting and benefit statements.
Assist administrators with claims and contribution reconciliations where necessary.
Assist administrators with system or technical issues and load follow up JIRAs when required.
Adhere to Service Level Agreements and ensure first-time resolution, and client satisfaction.
Advise relevant departments and handle liquidation letters and associated workflows.
Monitor and ensure completion of LPI letters and follow-ups by the Administration team.
Maintain compliance with policies, procedures, and legislative requirements.
Provide support to the Administration Manager and assist with contact centre duties when needed.
Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

Competencies

Accountability
Attention to detail
Customer orientation
Communication with impact
Time management
* Team player