Overview

We are recruiting!

Our client in Johannesburg is looking for a Specialist Administrator to join their team for a job vacancy within the Employee Benefits industry.

To apply or for more information follow the link below.

The incumbent must have the ability to investigate and apply expertise to data is essential in achieving specific objectives within a given area of expertise. Analyzing data to extract trends not only aids in process improvement but also enhances customer satisfaction through innovative solutions and comprehensive reporting. Engaging with current challenges within the team or business requires a problem-solving mindset, utilizing expertise to troubleshooting issues and developing practical solutions efficiently. Performing quality assurance ensures adherence to specialized requirements, maintaining accuracy and consistency. Additionally, strong stakeholder management is crucial, encompassing effective communication, timely feedback, client engagement, query resolution, and overall relationship management to ensure seamless collaboration and operational success.
Key Responsibilities
Perform all contribution related activities which include the complete contribution processing cycle of all contributions, all contribution related enquiries and complaints.
Ensure all contributions are processed according to the rules, policies, legislation, administration procedures and the service level agreements applicable to the Fund.
Meet production standards in terms of quantity and quality.
Liaise with employers and service providers both written and verbal.
Ensure email communication, whether internal or external is dealt with professionally and within the service level agreement.
Devote the whole of your time, attention and abilities during working hours to the discharge of your duties with strict accuracy.
Any other duties as determined by the business needs and participate in all organisational events as required.
Investigate, analyse and monitor escalations and complaints. Report trends and obtain approval from reporting manager for solutions to implement preventative measures.
Identify, develop, enhance, document and make proposals to implement policies, procedures and processes that are relevant to the team.
Support a positive and responsive climate for client enquiry resolution and respond to all complaints and enquiries and submit response to the complainant within the service level agreement. Follow through and ensure feedback is provided until resolved.
Record Keeping and Filing
Attach all email correspondence to the member’s record.
Record all appropriate member notes on member’s Everest record.
Client Relations
Attend to all email and telephonic enquiries both internal and external.
Assist internal and external service providers
Applying the rules, policies and administration procedures of different funds in accordance with the Company standards or service level agreements
Follow through and provide client with on-going feedback until enquiry is resolved.
Support a positive and responsive climate for client enquiry resolution.
Action all escalated enquiries within 24 – 72 hours.
Team Support
Accept accountability and take responsibility for any work done or allocated.
Display a willing and helpful attitude.
Action any other responsibilities allocated by the manager.
Relationship Management
Build and maintain relationships at all levels with service providers and internal departments to enhance organisational effectiveness and efficiency.
Use your best endeavours to properly conduct, improve, extend, develop, promote, protect and preserve the business interests, reputation and goodwill of the company
Please include the KPI of the role:
Ensure that all contribution schedule and payments received are accurately allocated, within SLA to the relevant employer and reconciled at member level to avoid any financial risks and PI claims.
Authorise between 60 and 75 Contribution cycles.
Assist with the clean- up of an employer’s statement of account .
Co-ordinate and monitor all contribution related activities which include accurate upload of monthly contribution files, individual/arrear contribution and LPI files and on-going updating of member static data. Ensure all missing cycles are updated.
Identify, develop, enhance and implement policies, processes and procedures that are relevant to the contributions department. Take responsibility for the team EB Sphere logs and testing. e.g. uploading LPI, mergers & switches.
Ensure a thorough investigation has been completed on all escalations and finalized within 24 – 48 hours, enquiries within 48 – 72 hours. Follow through and ensure the client is provided with on-going feedback until resolved. Monitor escalations and complaints and provide the manager with a solution to implement preventative measures.

Essential Knowledge and skills Skills Required
• Ability to Speak, Read and Write English.
• Ability to work as part of a team.
• A flexible approach to work.
• Attention to detail.
• Ability to prioritize own workload to meet deadlines.
• Ability to formulate and manage budgets in line with organizations strategic objectives.
• Computer literacy in office documents and spreadsheets required.