Daily activities

• To action administrative duties related to hardship benefits administration
• Ensure accurate and timeous reporting on weekly activity and performance
• Ensure that all client queries are resolved promptly and professionally and be able to 3rd parties and escalate matters where necessary
• Managing and monitoring that current policies and procedures are followed and correctly implemented
• Monitoring business performance against service level and flagging potential issues
• Improve on delivery of work methods and procedures/processes
• Action the correct block codes to accounts that meet the criteria for hardship benefit claims
• Provide authoritative expertise and advice to internal and external stakeholders – based on analysis (RCA/complaints/enquiries)
• Provide support and assistance to all clients and 3rd parties ITO outstanding documents required to process claims

AdministrationÂ

• Ensure that the necessary communication is sent via email, fax or SMS to the parties involved

Adherence

• Adhere to all Company Policies and Procedures i.e. Absence Management, House Rules, Disciplinary Policy as set out by the business

Ad-Hoc

• Contributes to team effort by accomplishing related results as needed
• To action any other instruction by the Manager
• Assisting in the FoneYam Support  Portfolio from time to time as requiredÂ

Qualification

• Grade 12 or NQF Level 4

Experience

• 3 years’ Experience working in a  claims process environment within a contact centre
• Knowledge of claims processing (technical aspect) and substantial administrative experience