Admin Consultant: Instruction Management

Job Family

Sales and Service

Career Stream

Client Services

Leadership Pipeline

Manage Self: Technical (MST)

Job Purpose

Educate clients on the functionality of self-service digital solutions, whilst solving for their sales and service needs, in order to meet business goals and growing market share.

Job Responsibilities

Provide client services to various stakeholders (Beneficiaries, investors, financial planners etc.) by responding to queries, request for information and resolving errors on instructions.
Providing technical support in terms of Collective Investment Schemes and retirement products.
Manage workload and assigned cases within specific service level agreements.
Mitigate risks that could give rise to financial losses, reputational damage and process failures by adhering to business controls, identifying lack of controls in a process and updating incorrect data.
Resolving compliance failures in line with the compliance framework. You should have a good understanding of FICA, AML, TCF and KYC requirements.
Manage the instruction mailbox queue (gatekeeper for instructions that can be done digitally) and convert clients that are submitting manual instructions. This will include recording the manual instructions that are being processed and identifying functionality that we do not have to process digitally. If the instruction cannot be performed online, the consultant will QC the document and forward for processing.
The candidate is also required to play a role in providing input to improve and where possible automate processes.

Required

Dependent on volume and capacity management, you may also be required, where necessary, to assist with the following activities but not limited to:

Administer death claims in line with the CIS and Pension Fund regulations
Bank reconciliations to identify unmatched money and allocating and/or clearing these deposits.
Data cleansing projects.
Gathering audit requirements

Essential Qualifications - NQF Level