Position: Client Services Consultant x3
Department: Operations
Reports to: Senior Benefits Administrator
Purpose of the Job:
- To provide support, information and problem-solving services coaching, guidance and training to clients.
Key Performance Areas:
- Ensure data integrity, through navigation and the use of systems workflow
- Update and maintain the data records management function, i.e. keeping records, scanning, and indexing as well as filling.
- Attend to clients from various sources and channels such as walk in, telephone and emails.
- Establish the nature and complexity of request and provide information.
- Ensure that client complaints are handled, and effective feedback established.
- Investigate client complaints internally and externally.
- Provide assistance with the completion and guidance of documentation to be attached to various benefits claims.
- Pre-verify claims/documents received and transit them for further processing.
- Provide after-care services such as contacting clients and conducting home visits.
- Provide assistance to various units doing processing work such as minutes, client claims.
- Capture, maintain and audit an up-to-date database of client information regularly on the system.
- Detect and prevent fund fraud and loss to the company through scrutinizing the system.
- Provide member education services using multiple channels/platforms.
- Biometrics enrolments and verification.
- Rotate duties with other team members to enhance capacity building.
- Remain responsive to industry trends and changes.
Job-related qualifications and experience
- Bachelor’s degree in business administration/accounting and finance/marketing or equivalent from a recognized Institution (NQF Level 7)
- Three (3) years’ working experience in a client service environment of which one (1) year is in the retirement fund industry
- A driver’s license code B
The incumbent should have the following knowledge, skills and Attributes:
Knowledge of:
GIPF and operations business process & procedures, calculations, different cultures and languages in Namibia, relevant information systems, GIMIS benefits administration documentation, pension fund and other rules, regulations, policies and procedures, fraudulent documents and record management.
Skills:
Administration, analytical checking and verification, complaints, handling skills, customer/user service, interpersonal, listening, verbal communication, filling, organizing coordination, prioritizing query resolution, presentation and record keeping skills.
Personal Attributes:
Accountable; team orientated; accurate, attention to detail, helpful, service oriented, high stress tolerance, patient, sense of urgent, and integrity.