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Client Services Team Leader

Motor Industry Fund Administrators
Gauteng Gauteng, Gauteng South Africa, South Africa
Closing date
Jun 25, 2024

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Job Role
Contract Type
Full Time

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.


  • 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.


· 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.


· 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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