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Client Services Team Leader

Employer
Motor Industry Fund Administrators
Location
Gauteng Gauteng, Gauteng South Africa, South Africa
Salary
Competitive
Closing date
Jun 25, 2024

View more

Job Role
Manager
Sector
Finance
Contract Type
Permanent
Hours
Full Time
JOB PURPOSE

Maintain a welcoming and clean reception area.

Assist visitors as far as possible with general queries if necessary.

Identify when to obtain specialized assistance for the visitor.

JOB DESCRIPTION

  • Monitoring incoming calls professionally.
  • Assist in verifying members identity.
  • Monitoring members status on Everest.
  • Ensure to provide necessary feedback in a professional and friendly manner.
  • Identify when to obtain specialized assistance for the caller.
  • diarize when to follow up on claim and to provide feedback to the member.
  • Send SMS or email when a written response is required, when documents must be sent to the caller or when the caller must submit documents.
  • Deal with complex queries and seek assistance when needed.
  • Understanding when to look for information on legacy systems (Everest Historical/ Sales Logix/ Microfiche).
  • Attend to Walk-in members by resolving their queries and logging the walk-in member details onto the reporting register.
  • Social media - responding to Facebook queries and recording communication on the Facebook report.
  • Engaging with MIBCO on outstanding claim documents, contingency claims, to process. unprocessed contributions and resolving contribution queries.
  • Develop and implement strategies to attract and maintain a highly skilled and engaged workforce by diagnosing capability gaps; recruiting, selecting, and developing talent; support mentorship, workforce development, continuous learning and succession planning; and leveraging the capabilities of new and existing talent.
  • Cultivate an environment where employees respect and adhere to company standards of integrity and ethics by integrating these values into all programs and practices; develop consequences for violations or non-compliance.
  • Establish and agree on Performance Contracts with immediate staff, monitor employee performance and provide feedback/coaching accordingly, and conduct performance reviews.
  • periodically as prescribed in the process to ensure attainment of departmental plans
  • Ensure teams prepare, analyze and present ad hoc reports as and when requested.
  • Ensure teams prepare, analyze, and present an accurate report for Trustees meetings and can report on any query raised by Trustees.


MINIMUM REQUIREMENTS

· Degree or Diploma will be an added advantage.

· Retirement Funds qualification, e.g., certificate of proficiency, RE1, RE5 etc. or working towards.

· A minimum of 5 years of Supervisory experience.

· A minimum of 5-years Retirement Funds Administration and claims experience (refunds, retrenchments, disabilities, deaths, section 14s (transfer of funds), divorce, maintenance, withholding matters.

· Experience in working in a high-pressure environment and call customer service environment.

· Knowledge of the Pension Funds Act, more specifically Section 13A, 15 & Section 37 A, C & D4.

· A good understanding of all elements of the process and the inter-relatedness and inter-dependencies across departments (e.g., finance, risk, IT).

· Understand processes in other departments, e.g., risk and financial processing.

KNOWLEDGE AND SKILLS

· Good professional record and reputation of providing good legal advice at the highest organisational levels, including legal support/advise to the Board and Board Committees.

· Knowledge of POPIA, FICA and FAIS.

· MS Office Suite Word & Excel.

· Good understanding of the Retirement Fund Administration Business requirements.

· Good understanding of the rules of funds and how they are applied in situations.

· Delegation.

· Supervisory skills.

· Performance management.

· Coaching.

· Attention to detail.

· Time management.

Applications received after the closing date will not be considered, and if you dont hear from us, within 2 weeks after the closing date, kindly consider your application as being unsuccessful.

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