To build and maintain strong relationships with clients and stakeholders, deliver on service level agreements, and make recommendations to improve client service.
Requirements
- Matric (grade 12) Certificate - (Essential).
- Diploma in Marketing/Business Administration and or relevant equivalent qualification - (Desirable).
- RE5 Certification (FSCA - Financial Sector Conduct Authority) - (Desirable).
- 2 3 years experience in Client Services environment - (Essential)
- Exposure to the Medical Scheme administration industry - (Desirable).
- Experience of working with trade unions.
- Exposure to the medical scheme industry - (Essential).
- Must be willing to travel frequently and far distances in own vehicle.
- Must be able to communicate fluently in both English and either Zulu, Setswana or Sesotho.
- Must be based in Rustenburg.
PROCESS
- Facilitate resolution of client queries within required service level agreements.
- Assist clients with onboarding and updates on their membership and ensure that changes are sent to the relevant team for processing timeously.
- Serve as a liaison between members, unions, payroll, billings and membership.
- Liaise with service providers regarding account queries when required and provide feedback where gaps are identified.
- Ensure that weekly, monthly and ad-hoc reports are compiled and provided timeously.
- Conduct presentations at various meetings to provide education on benefits, internal processes and scheme rules.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
- Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
- Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
- Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
- Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
- Positively influence and manage change and offer specialist support where required.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
- Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
- Take ownership for driving career development.
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
- Implement and provide input into governance processes, systems and legislation within area of specialisation.
- Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes
- Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.
