Social Auxiliary Worker: Assistance Programme Administrator

Introduction

Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.

As an applicant, please verify the legitimacy of this job advert on our company career page.

To ensure administrative functions within the Employee Assistance Programme Care Centre are completed within service level agreements, resulting in cases being managed efficiently.

• National Senior Certificate
• Certificate in Social Auxiliary Work
• Successfully completed social auxiliary work training
• Must be registered with the South African Council for Social Service Professions (SACSSP) as a Social Auxiliary Worker
• 2 - 3 Years’ experience as a Social Auxiliary Worker
• Minimum of 2 years’ basic counselling experience
• Minimum of 2 years’ administrative experience
• Previous working experience in the healthcare / financial services industry is advantageous
• MS 365 Proficiency, particularly Excel

• Provide support to the case managers, including but not limited to liaising with various stakeholders and ensuring that clients adhere to follow-up sessions and client check‑ins.
• Liaise with affiliates for updates on referred cases.
• Ensure fair distribution of work that comes into the allocation inboxes.
• Keep accurate records for each piece of work done, including appointments, phone calls, referrals, action plan/revisions and any other significant information affecting the tracking of a client’s interaction with the team.
• Accurately capture and process affiliate invoices within the required time frames.
• Respond to after hours and weekend crisis calls for assistance when necessary.

• 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 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.
• 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.

• Administrative skills
• Time management skills
• Communication skills (written and verbal)
• Customer service skills
• Interpersonal skills