CLIENT SERVICES OFFICER

Your Matric, NQF Level 5 {Certificate in Financial Planning} and a minimum of 5 years’ relevant experience in the Employee Benefits industry will enable you to perform the following duties in English and Afrikaans (verbal and written at all levels):

Assist and support the Senior Client Services Officer and the Employee Benefits Consulting team:

• Deal with external and internal queries telephonically, by written correspondence, etc. as required or approved by the Senior Client Services Officer.
• Taking queries from members.
• Liaising with HR personnel at the employer, service providers, and other internal departments.
• Communicate to members, draft communication, distributes communication, and liaise with couriers and other service providers.
• Communicate to pensioners, if applicable.
• Provide ongoing feedback to the Senior Client Services Officer on all aspects.

Trustee meetings:

• Ensure agendas are drafted, and all annexures are given to the Consultant 2 weeks prior to the meeting.
• Ensure that agendas for meetings are collated, bound, and distributed correctly 7 days before the meeting.
• Ensure that draft minutes are given to the Consultant on the day of the client meeting.
• Matters arising control to be updated according to the action items of the minutes within 2 weeks of the meeting.

Financial:

• Manage costs within your control, including costs relating to telephone, stationery, and printing.
• Processing of invoices in respect of any expense: On receipt of the invoice complete proof of order, obtain approval from Managing Director and forward to Finance Department for payment.
• Confirm all income to the Finance Department as soon as income is paid. Forward supporting commission statements/income information to Finance Department and keep track of all income.
• Updating the Senior Client Services Officer on changes to the client base.
• Notifying the Senior Client Services Officer of expenses to be incurred.
• Notifying the Senior Client Services Officer of any errors/omissions that may lead to Efficient Benefit Consulting being held accountable.

Office Administration:

• Implement management decisions, ensure the rollout, and that decision are actioned.
• Ad hoc typing, scanning, printing, etc.
• Managed stationary cost-effectively and arrange for the purchase of any approved stationery.
• Assist in typing EFBC reports, communication, and documentation.

Compliance to Internal Processes:

• Assist the Senior Client Services Officer with the onboarding of clients’ iro FICA requirements.
• Daily communication and correspondence with clients, both formal and informal.
• Delivering of service and commitments to the client thus building and maintaining a trusting relationship with the client.
• Continually manage the Internal office administration i.e., ongoing updating of client databases/client activity lists, distribution lists, etc.
• Assist the Senior Client Services Officer that relevant invitations are extended to the correct contact people – i.e., newsletters, seminars, etc.
• Update the complaints register.
• Update the gift register.

Clients:

• Deal with queries from retirement fund members and institutional clients.
• Agenda packs and minutes – see item above regarding trustee meetings.
• Processing all sections 14’s – collate information, obtain approval from the FSB, make sure that the transferor fund transfer members and that the transferee fund provide transfer certificate.
• Ad hoc typing, scanning, printing, etc.
• Obtaining signatures from clients when necessary.
• Manage and monitor free cover limits on the funds. This will include requesting information from the administrator in respect of members over the free cover limit and providing this information to the insurer in order to issue medical requests. Any new medical requests must be sent to the member with an explanatory letter.
• Handling client calls.
• Facilitation of billing reconciliation queries with service providers.
• Build and maintain HR relationships at clients.
• Management of client expectations, maintaining pro-active relationships, and remaining client-focused at all times.