Client Administration Officer (Funeral)

Introduction

To provide administrative and client service support to group funeral fund clients by coordinating stakeholder communication, resolving queries and claims, maintaining accurate records, and preparing reports. The role requires a confident, professional individual with strong communication, administration and customer service skills who can manage multiple stakeholders and work well under pressure.

Duties & Responsibilities

Key Performance Areas

• Reporting

• Client and Stakeholder Liaison

• Query and Escalation Management

• Administration

Key Responsibilities

Reporting

• Prepare and distribute weekly, monthly, quarterly and ad hoc reports to Management.

• Compile claims statistics and service delivery reports.

• Ensure all reports are accurate, complete and submitted within agreed deadlines.

• Identify trends, risks and service concerns through reporting and escalate where necessary.

• Perform any other reasonable duties as assigned by Management.

Client and Stakeholder Liaison

• Act as the primary liaison between the Fund, Employer, Funeral Claims Team and Fund Administrator.

• Build and maintain positive and professional working relationships with all stakeholders.

• Provide regular updates regarding claims, queries and service-related matters.

• Communicate effectively with clients and stakeholders via telephone, email and other relevant channels.

• Support client meetings and assist with the preparation of meeting packs and presentations.

• Ensure stakeholders receive accurate and timely information.

Query and Escalation Management

• Investigate and resolve member, employer and fund-related queries.

• Manage complaints and escalations received from Funds and Employers.

• Follow up on outstanding queries and ensure they are resolved within agreed turnaround times.

• Escalate complex or unresolved matters to the relevant stakeholders or Management.

• Maintain accurate records of queries, complaints and resolutions.

• Monitor trends in queries and identify recurring service issues.

Administration

• Maintain accurate client, claims and correspondence records.

• Ensure all documentation is correctly filed and stored in accordance with company procedures.

• Assist with the administration of group funeral fund clients and related activities.

• Capture and maintain accurate information on relevant systems.

• Monitor outstanding actions and ensure timely completion.

• Provide general administrative support to the Groupschemes team as required.

Desired Experience & Qualification

Qualifications

• Matric / Grade 12.

• A Diploma or Certificate in Administration, Business Management or a related field will be advantageous.

Experience

• Minimum of 1 year of administrative experience .

• Experience in a client-facing or customer service environment will be advantageous.

• Experience handling client queries, complaints or escalations will be advantageous.

• Experience in insurance, funeral funds, claims administration or financial services will be advantageous.

• Must be confident communicating with clients both verbally and in writing , including via telephone and email.

Skills and Knowledge

• Excellent customer service skills.

• Excellent verbal and written communication skills.

• Good listening and interpersonal skills.

• Good computer literacy and administrative skills.

• Good report preparation and data management skills.

• Strong problem-solving and query-resolution skills.

• Excellent attention to detail and accuracy.

• Good organisational and time-management skills.

• Ability to manage multiple tasks and meet deadlines.

• Ability to build and maintain positive relationships with clients and stakeholders.

• Ability to work independently while also contributing effectively within a team.

Personal Attributes

• Self-motivated and proactive.

• Able to work effectively under pressure.

• Professional, well-groomed and presentable.

• Able to work independently.

• Strong sense of responsibility and accountability.

• Patient and customer-focused.

• Honest and trustworthy.

• Hardworking and dependable.

• Humble and willing to learn.

• Professional and respectful in dealing with clients and stakeholders.

Interested?

Interested candidates should submit their CV to cvs@prosalesrecruit.co.za