Disbursement Agent Full-time Job

Purpose

To deliver disbursement operations administrative support services through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Short Description

The ideal candidate will be responsible for processing escalations cases which may not have been resolved through standard procedures and to provide on-going analysis of systems and processes, and identify innovative solutions to problems, or opportunities to enhance efficiency. You will ensure achievement of the set production targets on a daily basis in order to meet the required quality standards and comply with the legislative framework governing the financial services, as well as business rules to ensure adherence to the financial sector. Compliance of work activities with relevant legislation in order to reduce business risk is critical in this role, as is effective use of relevant systems (BPO, Compass, Legacy, Ilanga ) in accomplishing work objectives. You will also be responsible for identifying system issues and raise necessary incidents and awareness to production analysts, specialists and team leader.

Minimum Experience

2 - 3 years experience in a similar environment

Critical Job

The following are critical requirements/deliverables in this role:

• The successful candidate will be responsible for assisting individual clients to effect changes on policies, within business rules, providing quality service and ensuring continual business performance within the agreed SLA. role requires a candidate that has experience and has been signed off on and is proficient on the following processes - Retail Investments and Retirement Processes, including Section 14 Processes (i.e. where we transfer funds from Liberty's RA's to another Insurer).
• It is imperative that the successful candidate has strong computer skills in this role and that he/she has basic experience in using Excel.
• Experience in working on Compass and the Legacy system (i.e. Mainframe), is a non-negotiable requirement for this role.

Minimum Qualifications

Further Education and Training Certificate (FETC) [NQF Level 04] in Office Administration

Additional Minimum Qualifications

Outputs

Process

• Plan for, administer and process operations related tasks and activities effectively and efficiently in alignment with performance objectives.
• Support financial transactions by providing administrative support services in line with set standards.
• Verifies accuracy of consumer fund applications and records fund withdrawals.
• Records fund and types daily report of fund transactions, using computer.
• Process disbursement transactions from funds, such as advances, maturities, surrenders, RAs,
• Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
• Proactively identify problems, apply known solutions and escalate more difficult problems.
• Plan for task execution and adjust priorities against an established plan.

Customer

• Resolve customer queries effectively or alternatively, escalate unresolved queries for resolution in accordance with operational goals and standards.
• Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.
• To provide quality service to clients touching request same day within defined business rules.
• Drives an enhanced customer experience through effective communication and adherence to specified turnaround times.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

Learning and Growth

• Contribute positively to own area-specific knowledge improvement.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.
• Remains aware of fraud and risk potential whilst processing requests.

Competencies

Liberty Values

Technical Competencies

• Customer Understanding (Basic)
• Service Delivery (Basic)
• Query resolution (Intermediate)
• Functional Policies and Procedures (Intermediate)
• Administration (Basic)
• Customer Advice (Technical) (Basic)
• Customer Relationship Management (Basic)

Behavioural Competencies

• Organisation and Attention to Detail (Basic)
• Interpersonal Effectiveness (Basic)
• Problem Solving and Analysis (Basic)
• Teamwork and Cooperation (Basic)
• Customer service orientation (Basic)
• Communicating with Impact (Basic)
• Relationship Management and Networking (Intermediate)
• Customer Orientation (Basic)

At Liberty, we employ more than 6 000 people across 7 businesses in 18 African countries. Every day, our employees grow their knowledge by working with diverse groups of people who specialise in a wide range of skills across insurance, asset management, investment and health products. We continually seek to engage, develop, recognise and reward the people who make our business great.