Jacqueline Mampies

• Reconciliation of client instructions and execution thereof by Management Companies
• Reconciliation on automated reconciliation system
• SAP reconciliation of provider payment control account and bank account
• Resolution of un-reconciled transactions
• Liaise with Management Companies regarding Rand and unit discrepancies.
• Ensure resolution of un-reconciled transactions on automated system and un-reconciled transactions on SAP
• Management of control accounts on SAP
• Reporting
• Internal reporting within Finance regarding reconciliations and control accounts
• Bank Reconciliations and control accounts
• Collaborate with the business, regarding resolution of un-reconciled transactions
• Ad-hoc tasks

· Ensuring all instructions received comply with the business rules and legal requirements.

· Liaising with all relevant role players e.g., Intermediaries/Clients/Broker Consultants etc. to obtain any outstanding information/documentation or to clarify instructions received.

· Inform the relevant role players via telephonic contact/fax/e-mail on the progress of their instructions received.

· Ensure that the Workflow System is always updated accurately with progress notes.

· Adhering to all relevant business processes.

· Capture all valid instructions received timeously and accurately on the Glacier processing systems.

· Ensure that I report suspicious activities timeously to the relevant Departments.

· Reporting of service failures timeously to the relevant Support Manager.

· Play a key role in fostering positive client relationships and the retention of clients.

· Build and establish relationships with internal departments to enhance organizational effectiveness and efficiency.

· Client service project involvement

· Resolving queries received from various stake holders timeously.

· Assist the Processing department where assistance is required.

· Validation for all PPS Investments LISP and Asset Management offering

· Processing applications for all product streams

· Coordination of Section 14 and 37 transfers

· Ensure that each intermediary is licensed to sell our Products

· Handling enquiries from client intermediaries and broader distribution force with first time resolution

· Maintenance of commission arrangements with intermediaries

· Management of documentation iro FICA & FAIS legislation and other regulatory requirements

· Ensure our client and intermediaries comply with all regulatory requirements

· Update client information on CRM

· Management of stakeholder relationships to ensure improved client experience

· Ensure all clients instructions are processed timeously and accurately

· Follow up on all pending instructions

· Ensure our clients comply with the prudent investment guidelines

· Manage work allocated to you

· Responsible to ensure that all client documentation is stored electronically as per company policy

· Prioritise all work allocated to administration and all client instructions within standard level agreements

· Adhoc project tasks

· Risk rate client for FICA purposes

· Working in a LISP environment administration

· Upfront compliance of all instructions to identify whether all business requirements have been met

· Daily capturing of new client investments, unit transfers, switches, disinvestments (including retirements and death cases) and changes to client static details

· Main focus would be on compulsory products namely Retirement Annuity Funds, Preservation Funds and Living

· Annuities

· Responsible for processing of S14 transfers for the retirement funds, S37 (Directive 135) transfers for the living annuity, benefit claims, request of transfers (ROTs)

· Responsible for maintaining detail notes on all cases assigned and regular follow up for any outstanding requirements

· Collaboration between the administration team and the Client Service Team

· Maintain a good internal department relationship to ensure that you get the maximum support collaboration;

· Identify gaps in processes and report this to the Head of Retail and Retail Manager

· Understand and adhere to the appropriate policies, standards and procedures applicable to the role.

· Understand and manage risks and risk events relevant to the role and immediately report any findings to the

· Retail Manager for discussion and resolution

· Facilitate that all timing standards are maintained and that you report anomalies to the Admin Team Leaders to investigate

• Maintain a healthy team spirit by assisting peers where needed

· Follows standardized processes and provides administrative support in line with normal business functioning.

· Delivers on daily production standards and adheres to service and quality standards.

· Provides an indirect service to customers and intermediates.

· Responds to immediate requirements within procedure.

· Uses standard administrative techniques to co ordinate own work.

· Product and process knowledge in different areas may differ but basic skills remain the same.

· May act as mentor / resource to less experienced Administrators.

· Fully multi-skilled across products and processes.

· Has extensive, relevant experience.

· Acts as a support person and / or point of escalation for complex and difficult cases / clients.

· Provides an indirect service to customers and intermediaries.

· Accountable for service delivery through own efforts.

· Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.

· Perform quality checks on own work.

· Adhere to service and quality standards.

• Perform a variety of customer support functions in accordance with provisions of outsourcing contracts. Also assist with team productivity.

• Verifies and audits documents to ensure accuracy and compliance with internal and client procedures and policies.

• Researches and reviews client inquiries and communicates results/resolutions.

• Consistently complies with budgetary and contractual guidelines.

• Ensuring an excellent quality of service is given to clients at all times.

• Completing administrative and repetitive tasks in keeping accurate, detailed stats of all queries and correspondence

· To telephonically service Allan Gray clients and IFA’s with regard to new business, switches, redemptions, deceased estates, transfers and queries for all:

Ø Domestic Unit Trusts

Ø Offshore Mutual Funds

Ø Individual Retirement Products

Ø Endowment products

· Ensuring an excellent quality of service is given to clients and IFA’s at all times.

· Completing administrative and repetitive tasks in keeping accurate, detailed stats of all queries and correspondence

· Online accounts verification and activation

· Identifying and proposing solutions to process and service related failures

· Build and establish relationships at all levels with internal departments, so as to ensure that timeous resolutions are found to any problems that might arise

· To supply marketing material via various Media forms to all interested parties

· To provide support to the correspondence and walk-in-centre teams as when required

· Database updates and information maintenance

· Quote requests

· Sending commission statements

· Following up on queries

ACHIEVEMENTS

Top performer October 2007

Accelerator Award 2007

· Dealing with all mail received as well as assisting the call centre consultant with any queries that could not be finalized while the client was on the line.

· Updating policy information on mainframe i.e. name changes, address change, change of broker, etc.

· Issuing tax certificates and liaising with the Receiver of Revenue

· Issuing quotations for loans, full cash withdrawals, partial cash withdrawals and advancements of Retirement Annuities

· Issuing member’s portfolio’s to broker/consultants

· Confirming requests telephonically with clients

· General administrative duties

· To assist clients telephonically

· Handle queries and escalate queries

· Activate or deactivate vodacom services for clients

· Assist client with any cellular/network problems the client may experience

· To assist clients telephonically via an inbound call centre

· To confirm if clients have shares with OM

· To assist client with any problems they may experience

· General administrative