Job Description

Job SummaryPURPOSE OF ROLExc2xb7 The ability to investigate and apply expertise to data with an intended objective to deliver on the specific area of expertise.xc2xb7 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.xc2xb7 Engage and list to current challenges in the team/business and use expertise to Trouble shoot issues in order to provide workable solutionsxc2xb7 The ability to tackle a Problem with the intent of using expertise/capability and or experience to resolve speedilyxc2xb7 Perform quality assurance based on the specialized requirements of the role.xc2xb7 Should be able to ensure strong stake holder management ito Communication i.e. feedback to clients, managing clients, responding to clients, attend to queries timeouslyxc2xb7 Engage in a professional manner whether it be verbal or face to facexc2xb7 Have the ability to communicate via different communication channelsxc2xb7 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)xc2xb7 Be a strong team playerxc2xb7 Have both both industry knowledge and experiencexc2xb7 Ensure that the role is carried out with the relevant accuracy, attention to detail and following instructions.xc2xb7 Ensure that judgement and attention to detail is applied to the rolexc2xb7 Ensure that the role is completed within required deadlines and should have the ability to organize, plan, set goals and deliver accordingly.xc2xb7 Strong interpersonal skills as cross team collaboration is required.xc2xb7 Have the ability to innovate in the rolexc2xb7 Quality of work should be thoroughxc2xb7 Conscious of the abuse of company resourcesxc2xb7 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.xc2xb7 Must have a clear understanding of the legislation governing the Retirement Fund Industry.RESPONSIBILITIESAreas of ResponsibilitiesTimeous 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 KEEPINGRecording 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 Bachelor's Degree,
• 3 to 5 years' experience in a similar position
• EB experience
• Pension Law experience

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