Supervisor: Client Services and Funds

Duties and Responsibilities

• Verify that items are addressed correctly, marked with the proper postage, and in suitable condition for processing.
• Request stop-payments
• Updates system on provident fund payments
• Scrutinizes assessor's completed claims for accuracy- Quality Assurance
• Prepares batches of claims according to claim type and distributes to Assessors
• Prepare SAF and AHP and Prov cheques
• Ordering stationery from Credit control
• Monitors progress with claims-by printing daily reports
• Monitors daily activities of Client Services department
• Maintains statistics on claims on hand and prepares report for management
• Logs and tracks enquiries and complaints on the system (first line of support)
• Log applications and update the system with new member information
• Liaises with relevant departments to resolve complaints
• Issuing forecast and request outstanding amendments/ proof of payments from employers
• Issues Provident Fund Benefit Statements on request
• Identifies own and subordinates' training needs and reports to management accordingly
• Handles uncollected and returned fund cheques, authorizes write backs of stale cheques and requests for EFT payments including lost cheques and submission of requests to SSC/MIFA
• Handle own and departments correspondence
• Ensures all claims and documents relating to Department are scanned/indexed
• Do deposits for transfers (to other funds)
• Attend to queries and complaints including those escalated by staff
• Assesses urgent Provident Fund Claims and forward to Mifa for payment
• Assists with interviewing process of employees in department and other related positions
• Conducts performance reviews of subordinates

Knowledge / Experience / Skills / Abilities

• Above average verbal and written communication and listening skills
• Ability to withstand pressure and provide the clients/customers with above average services
• Must at all times be diplomatic and assertive with customers/clients
• Ability to overcome obstacles and meet targets and deadlines, thereby producing the specified results
• Ability to work independently and use initiative along with problem solving abilities
• Ability to build strong effective relationships with all stakeholders, i.e. existing clients and potential clients as well as internal stakeholders, i.e. colleagues and management
• Must be a good team player and achieve objectives as set out by the Manager
• Must be meticulous in carrying out tasks/instructions etc
• Must have good interpersonal and decision making skills
• Must have good analytical skills with attention to detail
• Strong negotiation and report writing skills
• Strong administration experience
• People management experience in all aspects
• Customer orientated behavior
• At least 2 years’ experience at a supervisory level
• All funds experience and knowledge of the main agreement and fund rules required
• MCIS returns and funds assessing experience
• Computer literate – MCIS, Word, Excel, Outlook

Qualifications

• An appropriate Grade 12 certificate and/or equivalent academic qualification
• Recognized Client Services qualification