Client Service Administrator: Pensioner Payroll

Role Purpose

• To deliver efficient and accurate pensioner payroll administration and exceptional client servicing by ensuring professional service to clients within Service Level Agreements and legislative / compliance requirements such as timely annuity payments, effective telephonic / electronic query resolutions.

Requirements

Experience And Qualifications

• Matric or equivalent.
• Minimum of 5 years' Employee benefits experience.
• Experience in annuity / pensioner payroll administration is an advantage.
• Extensive industry knowledge and product knowledge as well as relevant legislation.

Duties & Responsibilities

INTERNAL PROCESS

• Maintain and update pensioner records accurately, including banking details, addresses, medical aid information and member-level transactions across systems.
• Ensure audit files remain up to date, assist with audit queries and support year-end processes.
• Process standard pensioner payroll transactions such as monthly annuity updates, basic reconciliations and data corrections needed for accurate payment runs.
• Assist with administrative tasks related to medical aid billing and basic monthly checks to ensure information aligns with pensioner records.
• Action routine death-related updates, such as stopping payments and initiating documentation requests, before escalation to Senior Administrators.
• Perform proof-of-existence checks and follow up on missing documentation to ensure continuity of pension payments.
• Professionally engage with clients and intermediaries to resolve queries within SLA 48 hours and quality standards.
• Take ownership of complaints and ensure timely, effective resolution.
• Acknowledge emails promptly and provide clear, comprehensive feedback for one-stop service delivery.
• Provide accurate information and required documentation in line with policy guidelines.
• Capture and update client information accurately on relevant systems.
• Complete all administrative and reporting tasks within agreed timeframes.
• Handle calls from members and service providers, confirming benefits and resolving queries on first contact where possible.
• Ensure documentation is accurate and compliant with departmental and legislative requirements.
• Utilise IT systems effectively to maintain accuracy and efficiency.
• Identify and report process or system improvements to enhance client experience.
• Respond to client requests promptly, professionally, and collaboratively within the team.

CLIENT

• Handle pensioner queries professionally through telephone, email and written communication, ensuring timely and accurate responses.
• Distribute client communication timeously: payslips, tax certificates, increase letters and other notifications.
• Maintain service levels aligned to SLAs and ensure all registers, follow-ups and client requests are completed and actioned.
• Build and maintain strong relationships with pensioners, trustees, internal partners and other stakeholders to ensure a positive service experience.
• Take ownership of client service requests, ensuring timely resolution of queries including call centre and mailbox items.
• Escalate complex queries to Senior Administrators or the Administration Manager, ensuring proper tracking and closure.
• Investigate and resolve queries within agreed SLAs, providing prompt and accurate feedback.
• Deliver accurate information, advice, and after-sales support to clients and stakeholders.
• Provide regular service delivery reports against SLAs and customer targets.
• Build and maintain strong relationships with internal and external stakeholders.
• Manage client expectations by delivering on agreed service standards.
• Recommend and implement improvements to enhance client experience and fair treatment.
• Contribute to a collaborative, feedback-driven culture focused on exceptional client service.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.

FINANCE

• Ensure accurate processing of pensioner payroll, tax submissions, medical aid balances, trustee payments and reconciliations that impact financial accuracy.
• Minimise financial risk through adherence to governance, tax rules, internal controls and verification of financial documentation.
• Escalate financial risks or discrepancies timeously and ensure corrective action is taken.
• Support sound financial management through accurate reporting, audit preparedness and maintaining error-free transactional processing.
• Identify opportunities to enhance cost-effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

Competencies

• Attention to detail.
• Planning and organising.
• Communication skills verbal and email.
• Accountability.
• Client orientation.
• Teamwork.

Closing Date

• 2026/08/21