Administrator : Complaints Resolution, Johannesburg

The incumbent 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 into Communication i.e. feedback to clients, managing clients, responding to clients, attend to queries timeously.

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.

Record keeping:

• Recording of new complaints and determinations for reporting purposes to EXCO and relevant stakeholders.

Required Knowledge:

• 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 role is carried out with the relevant accuracy, attention to detail and following instructions.
• Quality of work should be thorough.
• 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.

Qualifications:

• Relevant LLB, BCom, or Bachelor’s Degree
• 3 to 5 years’ experience in a similar position
• EB experience
• Pension Law experience