Job Description

Job SummarySEB is looking for a Case Officer for a period of 12 months who will be in the Case Management Unit is to perform administration functions to facilitate the early resolution of member complaints filed by the OPFA. The incumbent will be responsible of managing all incoming complaints and queries, assess completeness of information on the complaint form, inform the complainants of their fund's complaints management policy, escalate urgent complaints to line manager upon request, resolve administrative complaints directly with the complainant or make contact with third parties to obtain outstanding information. The Case Officer must also keep track of the turnaround time of all new complaints and queries received by the administrator. The Case Officer will also be required to maintain accurate records of all new complaints and generate statistical reports from the RESPOND system. The Case Officer will also perform other administrative functions in the department as required.Areas of Responsibilities

• Ensure that the information in the complaint form is accurate and complete.
• Identify the issues of complaint and facilitate early resolution.
• Escalate urgent complaints to the line manager for priority resolution.
• File responses in respect of administrative complaints with the OPFA.
• Obtain outstanding information from the member or employer in order to resolve or settle the complaint.
• Redirect invalid or out of jurisdiction complaints to the relevant parties or entities.
• Transfer complaints to internal parties for resolution and maintain records.
• Maintain and update filing systems, databases, and spreadsheets.
• Request confirmation of settlement from the parties if complaint is resolved.
• Maintain record of all files allocated by line manager.
• Maintain all correspondence relating to the complaint together including telephone calls, emails,etc.
• Record all closed files on the SEB respond system.
• Submit weekly and monthly reports in respective of allocated work to the line Manager.

Key Competencies:

• Computer Literacy
• Listening skills (Verbal and written)
• Self-Motivated
• Planning & Organising
• Resilience
• Ability to analyse, interpret and solve problems
• Good writing skills with the ability to express complex concepts
• Ability to make investigative decisions in the resolution of complaints

Qualifications & Experience:

• LLB
• Pension Law Certificate (added advantage)
• 3 years' experience in the administrative function.
• Previous work experience in the Benefit Administrators/Legal sector (Added advantage)
• Good knowledge of Microsoft Outlook, Word and Excel.
• Excellent numerical skills with attention to detail and accuracy.
• Methodical and meticulous

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