Employee Benefits Client Care Consultant

KEY RESPONSIBILITIES AND ACCOUNTABILITY CONSULTING

- Provide clients with product information related to their employee benefits i.e. medical scheme, retirement fund, group risk, employee wellness programme, expatriation health benefits, etc

- Conduct in-depth analysis of members’ financial needs and provide appropriate advice. Save the record of advice and correspondence with the member on the appropriate platforms e.g. the network drive, CRM system etc, as per the style guide protocol;

- Highlight and explain clients the benefit structure, exclusions, administration processes and procedures of the appointed schemes/funds;

- Advise employees who are leaving their employers (retirement/resignations) of the options available to them e.g. continuation of membership, transfers, preservations options, tax implications, etc.) and refer them to an authorised financial planner for advice;

- Contact members who have low retirement fund assets (investment) to encourage them to increase their contributions or to change their investment strategy;

- Conduct onsite and virtual (online) member assist sessions and training sessions as and when required.

ADMINISTRATION AND QUERY MANAGEMENT

- Attend to the resolution of member’s queries. You are required to escalate complex queries to your team leaders as soon as possible or when the standard turn-around time for a query has been exceeded;

- Save client communication on internal network drive, keep record of attendance register for training sessions, on-site session, queries received and option change forms;

- Prepare meeting packs for trustees/committees, record and distribute meeting notes to all relevant parties;

- Request necessary data/information from schemes/funds to support projects;

- Assist service consultants with resolution of billing discrepancies, membership compliance audits;

- Assists service consultants with preparation of provision to the Human Resource and Payroll team of each client in your portfolio with monthly dashboard report/stats of all activities and analysis relevant to you scope of responsibilities.