Purpose of role:

• Perform quality assurance based on the specialized requirements of the role. The incumbent should be able to ensure strong stake holder management ito Communication i.e. feedback to clients, managing clients, responding to clients, attend to queries timeously. Furthermore,engage in a professional manner whether it be verbal or face to face and have the ability to communicate via different communication channels.
• Ensure that the brand or image of SEB is always maintained by adhering to the values (in keeping in line with the KPI and values of the company)
• The Contributions Administrator is responsible for the accurate and timeous processing of contributions within the agreed service level between SALT EB and the Fund and meeting production standards. The duties include requesting information, responding to enquiries and providing assistance to Client Services, the Call Centre, Claims team, employers and external service providers.

Responsibilities:

• Perform all contribution related activities which include the complete contribution processing cycle of all contributions, all contribution related enquiries and complaints.
• Process contributions according to the rules, policies, legislation, administration procedures and the service level agreement.
• Process refunds according to administration processes within the service level agreements.
• Meet production standards in terms of quantity and quality.
• Liaise with employers and service providers both written and verbal.
• Devote the whole of your time, attention and abilities during working hours to the discharge of your duties with strict accuracy.
• Ensure email communication, whether internal or external is dealt with professionally and within the service level agreement.
• Any other duties as determined by the the business needs and participate in all organisational events as required.

Record Keeping and Filing

• Attach all email correspondence to the member's record.
• Record all appropriate member notes on member's Everest record.

Query resolution

• Attend to all email and telephonic enquiries both internal and external.
• Assist Client Services, the Call Centre, Claims team, employers and external service providers to resolve queries.
• Applying the rules, policies and administration procedures of different funds in accordance with the Co standards 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 ...
  
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