MMI Holdings Limited (MMI) is aSouth African based financialservices group listed on theSouth African stock exchange, the JSE.The group operates inthe market through multipleclient-facing brands includinginsurance and investmentbrands MetropolitanandMomentum, South Africasnumber one cell captive insurerGuardrisk and wellness &rewards programme Multiply.MMI operates in 14 countries, 12in the African continent, UnitedKingdom and India through a direct presence, strategicpartnerships and joint ventures.
MMIs purpose is to enhance thelifetime Financial Wellnessofpeople, their communities andtheir businesses. FinancialWellness is a continuous processof planning and management forindividuals, households andbusinesses, with the aim ofaffording expenses andachieving goals over oneslifetime. Our promise to ourclients is to be their FinancialWellness partner over this life-long journey, using our expertiseand solutions to help themdevelop and reach their goals.Visit us atwww.mmiholdings.co.za
Role Purpose
Effective execution of retirementfund administration in linewithbusiness, legislative andindustry requirements, therebyimproving overall clientexperience.
Requirements
Matric or equivalent
2 - 3 Years' experience in aFinancial services administrationenvironment
Duties & Responsibilities
- Taking ownership of complaintsand ensuring they are resolvedtimeously and effectively.
- Providing first time resolution onescalated complaints.
- Engaging in effectivecommunication and deliveringaccording toSLA's.
- Service recovery and clientrelationship restoration.
- Dealing with client requests in acompetent, efficient andprofessional manner.
- Client / Broker visits whererequired.
- Client relationship building.
- Prepare Employer / Brokerreports.
- Contributions Understandingof retirement fund contributionsprocess, including collection, recording and reconciliation aswell as management of defaultsin line with the S13A prescripts.
- Claims Ability to processvarious exits includingWithdrawals, Retrenchments, Retirements as well asknowledge of the full Deathbenefit processing in line withS37 of the PFA.
- Transfers In and Out Ability toprocess S14 transfers andperformthe requisitereconciliations.
- Client Servicing Ability toaddress queries and resolvecomplaints expeditiously raisedby members in both spoken(telephonically andface-face) aswell as written communication(email).
- In conjunction with theAdministration Manager beaccountable for the co-ordination of service deliveryboth internally and externally.
- Support the Portfolio Managerthat enables efficient andeffectiveclient service.
- Ensuring all risks are mitigatedand escalated where necessary.
- Report on findings of complaintsto avoid reoccurrence.
- Maintaining a consistent servicedelivery to ensure clientretention and satisfaction.
- Effectively utilising IT systems toensure accuracy ofdocumentation.
- Ensuring adherence toorganisational best practice andlegislativerequirements.
- Maintaining broad productknowledge in order to effectivelyand accurately respond tocustomer complaints.
- Build and maintain relationshipswith clients and internal andexternal stakeholders.
- Contribute to the process ofdeveloping client servicestandards in order to ensureclients receive clear andaccurate information and arekept informed at all times.
- Make recommendations toimprove client service and fairtreatment of clients.
- Participate and contribute to aculture which builds rewardingrelationships, facilitatesfeedback and providesexceptional client experience.
- Continuously develop ownexpertise in terms of industryand subject matter developmentand application thereof in anarea of specialisation.
- Positively influence and managechange and offer specialistsupport where required.
- Contribute to continuousinnovation through thedevelopment, sharing andimplementation of new ideasand involvement of colleaguesand staff.
- Participate and contribute to aculture of work centric thinking, productivity, service delivery andquality management.
- Take ownership for drivingcareer development.
- Analytical thinking
- Business acumen
- Presentation and facilitationskills
- Planning and Organising
- Interpersonal Relationships
