Administrator Complaints Resolution
Posted on 2025-04-27 13:38:41
| Company | Salt Employee Benefits |
|---|---|
| Salary | 0 |
| Category | Other Administration/PA/Secretary |
| Location | South Africa / Gauteng / Johannesburg |
Job Summary
PURPOSE OF ROLE
The ability to investigate and apply expertise to data with an intended objective to deliver on the specific area of expertise.
The ability to analyze data and extract trends to ensure improvement of processes and or customer satisfaction. This could be in the form of innovative ideas as well as the task of compiling reports.
Engage and list to current challenges in the team/business and use expertise to Trouble shoot issues in order to provide workable solutions
The ability to tackle a Problem with the intent of using expertise/capability and or experience to resolve speedily
Perform quality assurance based on the specialized requirements of the role.
Should be able to ensure strong stake holder management ito Communication i.e. feedback to clients, managing clients, responding to clients, attend to queries timeously
Engage in a professional manner whether it be verbal or face to face
Have the ability to communicate via different communication channels
Ensure that the brand or image of SEB is always maintained by adhering to the values (in keeping in line with the KPI and values of the company)
Be a strong team player
Have both both industry knowledge and experience
Ensure that the role is carried out with the relevant accuracy, attention to detail and following instructions.
Ensure that judgement and attention to detail is applied to the role
Ensure that the role is completed within required deadlines and should have the ability to organize, plan, set goals and deliver accordingly.
Strong interpersonal skills as cross team collaboration is required.
Have the ability to innovate in the role
Quality of work should be thorough
Conscious of the abuse of company resources
Ability to work through Funds Adjudicator (PFA) and FSCA complaints and queries against the Funds administered by SALT Employee Benefits and responding to them timeously and accurately.
Must have a clear understanding of the legislation governing the Retirement Fund Industry.
RESPONSIBILITIES
Areas of Responsibilities
Timeous Reponses to Queries
- Identify the source of the complaint by identifying all parties to a complaint, and direct that the relevant information be sought from all parties
- Accurate query response within the stipulated timelines
- Have good problem solving capabilities
Record Keeping/Filing
- Record/track complaints and determinations received from the PFA, FSCA and other sources
- Have a systematic filing system for all complaints, queries, responses and determinations issued by the PFA and other relevant Authorities
Reporting
- Controlling the outcome of PFA determinations issued and ensuring adherence
- Provide a weekly report/update of all complaints to Management
- Provide monthly reports for the relevant stakeholders
- Be able to deal with Board of Trustees and other stakeholder enquiries
Time and Quality Management
- Meet production standards in terms of quality and quantity
- Ensure written and verbal communication (internally and externally) is dealt with professionally and within the agreed service level agreements
KPI
- Investigation of Pension Funds Adjudicator (PFA) complaints
- Respond to PFA/FSCA complaints in respect of the different Funds Administered by SALT EB within the prescribed timeframes.
- Draft eight responses per day, forty per week and one hundred and sixty per month
- Timeous implementation of OPFA determinations.
- Ensure that responses to PFA and other stakeholders are of high-quality standard, furthermore, to ensure that supporting documents relate the drafted response
- Attend to PFA queries relating to responses/Attorney and member queries
- Ensure that all the matters are attended to timeously and deliver high quality work
RECORD KEEPING
Recording of new complaints and determinations for reporting purposes to EXCO and relevant stakeholders.
COMPETENCIES REQUIRED
- Matric
- Excel
- Communication (Written and Verbal)
- English (Business writing and email etiquette)
- Stakeholder management (CRM)
- Industry knowledge and experience
- Accuracy and attention to detail
- Judgement and Decision Making
- Working under pressure And Deadline driven
- Organizational skills / Planning and prioritizing
- Interpersonal skills
- Settings goals
- Cross team collaboration
- Innovation
- Management of time
- Analysis of data
- Judgement/Decision making
- Innovation
- Negotiation and Conflict Management
- Networking
- Persuasion
- Prospecting
- Public Speaking
- Research
- Computer literacy.
- Pensions Law knowledge, particularly the Pension Funds Act 24 of 1956
- Knowledge of other SA Laws relevant to the Retirement Fund Industry
- 3 to 5 years experience in PFA case management or complaints resolution
- 3 to 5 years experience in the Retirement Fund Industry/Employee Benefits
QUALIFICATIONS
- Relevant LLB, BCom, or Bachelors Degree,
- 3 to 5 years experience in a similar position
- EB experience
- Pension Law experience
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Johannesburg: Administrator : Complaints Resolution posted by Salt Employee Benefits
Administrator : Complaints Resolution
Posted on 2025-04-27 13:34:30
| Company | Salt Employee Benefits |
|---|---|
| Salary | 0 |
| Category | Other Finance/Accounting |
| Location | South Africa / Gauteng / Johannesburg |
Job Summary
The incumbent will be responsible for investigating members, Office of the Pension Funds Adjudicator (PFA) and FSCA complaints and queries against the Funds administered by SALT Employee Benefits and responding to them timeously and accurately. Furthermore, Perform quality assurance of Responses prior to issuance , Issue responses that adequately deal with the complaint, Upload all the supporting documents pertaining to the complaint/ queries onto Salts electronic member file system and update the status of the case in Salts case management system.\
Areas of Responsibilities
Timeous Reponses to Queries:
- Identify the source of the complaint by identifying all parties to a complaint, and direct that the relevant information be sought from all parties
- Accurate query response within the stipulated timelines
Record Keeping/Filing:
- Record/track complaints and determinations received from the PFA, FSCA and other sources
Reporting:
- Provide status update to Management as and when required
- Provide monthly reports for the relevant stakeholders
Time and Quality Management:
- Meet production standards in terms of quality and quantity
- Ensure written and verbal communication (internally and externally) is dealt with professionally and within the agreed service level agreements
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Use the STAR method (Situation, Task, Action, Result) when answering behavioral interview questions.
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