Job Description

Closing Date 2023/08/01
Reference Number MMH230724-25
Job Title Specialist Manager
Position Type Permanent
Role Family Administration
Cluster Momentum Corporate
Remote Opportunity Some of the time
Location - Country South Africa
Location - Province Western Cape
Location - Town / City Sandton/ Cape Town
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 Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at www.momentummetropolitan.co.za
Role Purpose

Investigate claims to determine the legitimacy of claims and adherence to product and organizational requirements.
Requirements

• 6 - 8 years experience in the financial services industry (essential)

• 2 - 3 years people management experience (essential)

• Formal qualificationsGrade 12 or equivalent qualification

• Extensive financial services industry knowledge.

• Knowledge of administrative policies, procedures and processes.

• Knowledge of business related rules, legislation and regulations.

• Knowledge of relevant regulatory and compliance requirements.

• Bilingual

• Valid driving license (not endorsed)

• COP in Retirement Fund or equivalent qualification (Desirable)

• Multilingual (Desirable)

Duties & Responsibilities

INTERNAL PROCESS

• Prepare and provide monthly reports on delivery of services against agreed service level agreements and in terms of overall client targets (e.g., death claims investigations, walk-in clients, telephone queries not related to death claims, etc.).

• 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 (both Employer driven- & internal investigations),

• Engage the Employer where all required documentation was not received/obtained during their investigation, explaining the purpose and need thereof.

• 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 report 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.

• Ensure that the death claims control and system notes are updated weekly to advise on the status of all death case investigations allocated to staff responsible for.

• Facilitate Fund training to members and stakeholders (Workshops)

• Facilitate Employer training for processes of Fund administration (Contributions, Disability, Retirement, Withdrawal and Death cases)

• Identify common client questions to address common questions and upskill staff herein.

• 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 (membersxe2x80x99, 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

• 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

• Contribute to the financial planning process within area.

• Identify opportunities and provide solutions to enhance cost effectiveness and increase operational efficiency.

• Manage financial and other company resources under your control with due respect.

• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

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.

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

Momentum Metropolitan