Client Care Administrator MMH

Role Purpose

Provide quick and accurate administrative support, to enable the client service area to deliver a professional service to clients within Service Level Agreements and legislative/compliance requirements as well as to provide effective and efficient service to clients by receiving, evaluating and timeously responding to telephonic/electronic enquiries.

• Matric or equivalent.
• Minimum of 4 years' Employee benefits experience.
• Extensive industry knowledge and product knowledge as well as relevant legislation.

• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement (48
  
  Hrs) and quality standards.
• Take ownership of complaints and ensure they are resolved timeously and effectively.
• Acknowledge receipt of emails timeously and provide detailed feedback to ensure a one stop service delivery.
• Provide clients with the relevant information and documentation as required in line with policy guidelines, e.g., Documentation for employee access.
• Capture and update client information on relevant system/s, based on data received from the client.
• Accurately complete all administrative and reporting requirements within agreed time frames.
• Answering calls from members and service providers to confirm benefits and assist with queries.
• Provide a first call resolution for resolving member and service provider queries.
• Ensure that documentation is completed accurately and correctly as per departmental guidelines to meet client needs.
• Effectively utilise IT systems to ensure accuracy of documentation.
• Adhere to legislative / compliance requirements in the service process/ 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 the agreed service level and ensure that client receives timeous feedback.
• Provide accurate information and advice to clients and stakeholders to ensure that the client receives the appropriate after sales services.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of 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 internal and external stakeholders 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 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 terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.

• Identify opportunities to enhance cost-effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.