Client Care Administrator

In brief

**Overview** This role is for a Client Care Administrator at Momentum Metropolitan Holdings Limited. The position involves extensive client interaction and administrative duties focused on resolving queries, managing complaints, and ensuring compliance within employee benefits. **What you will do** * Engage with clients and/or intermediaries professionally to resolve all client queries within agreed Service Level Agreements (48 hours) and quality standards. * Take ownership of complaints and ensure they are resolved timeously and effectively. * Acknowledge receipt of emails timeously and provide detailed feedback for one-stop service delivery. * Provide clients with relevant information and documentation as required, in line with policy guidelines (e.g., documentation for employee access). * Capture and update client information on relevant systems based on data received. * Accurately complete all administrative and reporting requirements within agreed timeframes. * Answer calls from members and service providers to confirm benefits and assist with queries. * Provide first call resolution for member and service provider queries. * Ensure documentation is completed accurately and correctly as per departmental guidelines to meet client needs. * Effectively utilise IT systems to ensure documentation accuracy. * Adhere to legislative/compliance requirements in the service process, including training on updates provided by L&D. * Identify and report process and system failures and enhancements to improve client experience. * Deal promptly with client requests in a competent, efficient, and professional manner. * Collaborate and partner with team members to drive and support effective teamwork. * Investigate client queries within agreed service levels and ensure timeous feedback. * Provide accurate information and advice to clients and stakeholders to ensure appropriate after-sales services. * Provide regular reports on service delivery against agreed service level agreements and overall customer targets. * Provide authoritative expertise and feedback to clients and stakeholders where relevant. * Build and maintain relationships with clients and internal and external stakeholders. * Deliver on service level agreements made with clients and stakeholders to manage expectations. * Make recommendations to improve client service and fair treatment of clients within area of responsibility. * Participate and contribute to a culture that builds rewarding relationships, facilitates feedback, and provides exceptional client service. * Develop and maintain productive and collaborative working relationships with peers and stakeholders. * Positively influence and participate in change initiatives. * Continuously develop own expertise in professional, industry, and legislation knowledge. * Contribute to continuous innovation through developing, sharing, and implementing new ideas. * Take ownership for driving career development. * Identify opportunities to enhance cost-effectiveness and increase operational efficiency. * Manage financial and other company resources with due respect. * Provide input into risk identification processes and communicate recommendations in appropriate forums. **Requirements (from the original advert)** * Matric or equivalent. * Minimum of 4 years’ Employee benefits experience. * Extensive industry knowledge and product knowledge as well as relevant legislation. **Who should apply** The ideal candidate is someone with a strong background in employee benefits, possessing at least 4 years of experience, and extensive industry and product knowledge, including relevant legislation. They must be highly detail-oriented, organised, and possess excellent verbal and email communication skills. A strong client orientation is crucial, with a proven ability to manage queries, resolve complaints, and build relationships professionally. The role requires accountability, the ability to work collaboratively, adhere to compliance, and a proactive approach to identifying improvements and personal development. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/client-care-administrator-momentum-metropolitan-holdings-limited-1 Source: myjobmag

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At a glance

• At least 4 years of experience.

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

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