MBALI N NDLOVU

•• Educate members on our systems, processes, and policies on the pension Fund.

• Deliver a professional and excellent quality of service to employers and members of retirement funds, in accordance with the service level agreements and annual strategic planning.

• Conduct in-depth analysis of members' needs and provide appropriate advice, record, save onto the CRM and provide member with a copy of the record of advice

• Conduct and arrange onsite member assist sessions, inductions, and training sessions and ensure meeting notes are sent out for these engagements.

• Effective communications so that customers can quickly and easily navigate their way to the key information and undertake the correct action.

• Schedule regular meetings with your client (employers) for constant check-in / engagement

• Ensure completion of employer admin report and present to employers – in line with the employer servicing proposal agreement.

• Ensure that MIFA adheres to Employer Service Level Agreement.

• Study competition to find new ways to retain client.

• Collaborate with internal teams (Client servicing, Claims, Risk & Compliance) to address customers’ needs & expectations.

• Deliver a professional and excellent quality of service to employers of retirement funds, in accordance with the service level agreements and annual strategic planning.

• Measure employer experience through various metrics such as customer retention rate and net promoter score.

• Attend to the resolution of members and/or employer queries.

• Prepare meeting packs for trustees/committee, record and distribute meeting notes to all relevant parties.

• Request necessary data/information from schemes/funds to support projects for both members and employers.

• Design members newsletters with fund information.

• Prepare member booklets, presentations, and fund summary reports for all employer groups.

• Meet regularly with key stakeholders to check in and understand how engagements in delivery are going, in line with what was agreed in the service level agreement.

• Oversee and manage the delivery of live engagements from start to finish, across numerous clients (employers) within your portfolio.

• Facilitate meetings and lead discussions to align solutions with client needs.

• Facilitate travel arrangements and seminars planning

• Drive digital adoption – through customer campaigns, digitalizing communications, and incorporating promotion of digital adoption across relevant communications.

• Deliver related training to employer managers and stakeholders to help them best support their employees aiding retention of members.

• Ensure good knowledge and understanding of the retirement funds operations in line with the provisions of the Fund Rules, Pension Funds Act 24 of 1956 as amended and other relevant legislation.

• Ensure knowledge of compliance to the regulatory environment of the industry, and in particular, fulfilment of the requirements of Section 13B of the Pension Fund Act as an Administrator.

• Maintain compliance with internal policies, applicable laws, and regulatory requirements

• Check and review the 'MIFA and MIBCO Controls Totals report' daily (before 11:00am) to insure that contributions transactions have been processed
• Escalate immediately to the contributions manager if the daily 'MIFA and MIBCO Controls Totals' are equal to zero (check if weekly data totals to equal banked amount)
• Clear all daily contribution errors, within 24 hours
• Process Monthly LPI from MIBCO onto member records
• Weekly reconciliation between transaction update on Everest against contributions paid by MIBCO
• Receive and Load unit price changes monthly by the 20th of the month
• Ensure that section 13(A) communication has been issues to affected members by the 7th of each month
• Ensure that annual member benefit statement are available and distributed to members within 6 months of financial year-end of the fund
• Run, Investigate and resolve weekly data exception reports

• Audit claims in line with the insurance policy definitions and exclusions.
• Assess all claims information and forward all incomplete documentation to the relevant stakeholder for resolution.
• Resolve escalated claim queries and ensure queries are processed in a timeously manner.
• Monitor and manage the adherence to the service level agreements for authorizations
• Be responsible for, coaching and guiding the claims team in claims management processes and procedures.
• Ensure that the necessary risk management controls are in place
• Assess, quality control and authorize the payment of claims
• Answer escalated claims related queries telephonically and in writing
• Active participation and management of the implementation of projects
• Liaise with various external and internal stakeholders
• Manage day-to-day assignments by adhering to the following:
• Ensure the understanding of daily assigned tasks
• Ensure the understanding of the methodologies and procedures to complete the assigned tasks and achieving set targets.
• Ensure the understanding of tracking of own results, giving and receiving feedback on problems experienced during the completion of the tasks
• Management of all work processes within the team to ensure efficiencies, adherence to SLA and the compliance of all processes
• Ensure that problems are identified and resolved timeously
• Be responsible for the adherence to the standardized quality objectives
• Provide factual, logical, expertise and advice to clients and stakeholders
• Build and maintain relationships with clients, internal and external stakeholders
• Deliver on service level agreements with all stakeholders to ensure that client expectations are met and managed
• Make recommendations to improve client experience and fair treatment of clients within area of responsibility
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
• Ensure compliance to regulatory Treating Customer Fairly outcomes
• Develop and maintain productive and collaborative working relationships with peers, team members and stakeholders
• Positively influence and participate in change initiatives
• Continuously develop own expertise in terms of professional, industry and legislation knowledge
• Contribute to continuous innovation through the development, sharing and implementation of new ideas
• Take ownership for driving career development
• Responsible to manage, identify and mitigate risk through the adherence of the claims process
• Identify to enhance cost effectiveness and increase operational efficiency
• Manage financial and other company resources under your control with due respect
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum
• Taking ownership of data uploads; ensure that the data is inline with the policy conditions
• Taking ownership of queries and ensuring they are resolved timeously.

• Assessing of withdrawal claims and Unclaimed Benefits
• Answer claim queries, written and telephonic
• Assessment of documents in line with company standards and procedures
• Ensuring that all member's personal information is kept safe
• Completing and submitting necessary statistical reports

• Improved client financial stability by developing tailored investment strategies and retirement plans.
• Examined clients' overall financial situation by reviewing income, assets, debts, expenses and credit reports.
• Performed quantitative analysis of financial investments to minimize risks.
• Evaluated financial reporting systems, accounting and collection procedures and investment activities to make recommendations for changes to procedures, operating systems, budgets and other financial control functions.
• Initiated customer relationships through prospecting, lead utilization, local market and community involvement.
• Advised clients on portfolio allocation and various investment types.
• Analyzed clients' financial situations to offer products to improve standard of living.

• Administration of the Funds of Employers and Employees in the Steel and Engineering Industries
• Processing of Benefit claims
• Corresponding with clients and members via email and telephone
• Administration of Retirement, death out of service, retrenchment and withdrawal claims and transferring of benefits from one fund to the other.
• Assessment of documents in line with company standards and procedures
• Completing and submitting necessary statistical reports
• Attending to Customer queries relating to benefits and general enquirer in terms of the pension fund act.
• Preparing claims for the payment of benefits on the workflow, Alex and Mainframe systems.
• Calculating benefits to be paid out to the beneficiary.
• Ensuring that all member's personal information is kept safe, no third parties allowed to access any information.
• Calculation and payment of claims i.e. withdrawals, retirements.
• Compiling of administration reports for the client.

• Data Capturing
• Claims Management, 100 new claims per month
• Management of minor injury claims
• Follow up on rejected medical invoices due to outstanding claim forms
• Processing payment of Medical invoices
• Ensure all scanned documents have been indexed correctly
• Management of Notifications
• Follow up on notifications where full claims have as yet not been received
• Management of Medical Reports
• Capture and/or accept medical reports within 7 days of receipt
• Updating of ICD10 codes
• Management of death claims
• Management of Temporary Total Disablement claims
• Acceptance and/or capturing and payment of Temporary Total Disablement claims
• Ensure that all Temporary Total Disablement claims are supported by a medical report
• Management of the Timeous Finalization of Claims
• Calculation of PD assessment - workflow to Clinical Claims Adjudicators for electronic sign off
• Internal Audit

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
• Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.