Purpose of the Role

To provide overall support to the Client Relations Manager and execute on the day-to-day tasks as required. To independently manage high-impact service and complaint cases by acting as a primary point of contact for escalated or specialised client needs, while identifying recurring issues and contributing to improvements in processes, controls, and customer journeys. Ensures positive customer interactions during the collections process. Supports Ombudsman investigations by coordinating customer information, responding to complaint queries, clarifying account activities, and assisting in resolving service-related concerns.

Overview of Role Responsibilities (Level 1-13)

Customer Service- Level 4 - Process Expert
To support the Client Relations Managers in the delivery of client service excellence. Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving customer problems. Preparation of new business documents, agenda packs, etc. Distribution of electronic benefit statements and updating share-point accordingly. Preparation of meeting agendas and reports and follow-up of action items. Effective handling and managing of telephone and email queries. Perform to a high standard and be prepared to develop in the role. Undertake additional training as required to fulfil the role. Actively participate in internal forums, training, and social events. Assistance with requests for additional telephone lines, laptops, etc. which must be processed via the internal SRS system.

Product/Service Information- Level 4 - Process Expert
Provide advanced product/service information and respond to basic customer questions about the product/service.

Resolving Customer Issues- Level 4 - Process Expert
Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required. Ensures positive customer interactions during the collections process. Supports Ombudsman investigations by coordinating customer information, responding to complaint queries, clarifying account activities, and assisting in resolving service-related concerns.

Customer Relationship Management (CRM) Data- Level 4 - Process Expert
Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Provide support to clients on Client portal for all transactions (contributions, claims, statements and reporting. Member app/web – actively promote members to make use of the app/web

Customer Relationship Management / Account Management- Level 4 - Process Expert
Distribution of electronic benefit statements and updating CRiSP accordingly. Make calls (by telephone or in person) to allocated customers to maintain and strengthen existing relationships. Act as a first point of contact for resolving customer queries and complaints. Actively behave in a manner required to establish, maintain, and advance business and stakeholder relationships. Establishes and develop relationships with internal and external stakeholders to maintain client satisfaction.

Required Skills

Masters Service Conversations - Intermediate
Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.

Navigates Customer Challenges - Intermediate
Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.

Builds Customer Loyalty - Intermediate
Works at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works with guidance.

Strengthens Customer Connections - Intermediate
Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.

Customer Service Delivery - Intermediate
Works at an intermediate level to deliver required services to customers to the required standards. Typically works with guidance.

Maintains the Relationship - Intermediate
Works at an intermediate level to cultivate and sustain positive interpersonal connections, fostering trust, collaboration, and effective communication to support enduring professional relationships. Typically works with guidance.

General Experience

Minimum of 2-3 years experience in client services. Minimum of 1-2 years relevant experience in the Employee Benefits industry. Good proficiency in Microsoft Office. Needs to understand, write, and speak fluent English. Sound experience and understanding of straightforward procedures or systems (Minimum 1 year). Knowledge of legislation applicable to the retirement fund industry. Previous retirement fund experience will be advantageous. Certificate of Proficiency will be advantageous. Knowledge of internal workflow systems and Client Portal will be advantageous. Proficiency in MS Office (Word, Excel and Outlook)

Managerial Experience

Not applicable

Education

Required Behavioural Competencies