Interactive Client Centre Consultant x3 - Retirement Fund Administration

Application due date:
03 April 2024
Type of employment

Role Overview

The ICC consultant is the first point of contact for all members/clients and support for all internal stakeholders.

Duties and Responsibilities

  • To answer incoming calls within SLA
  • To resolve all queries to ensure First Call Resolution are achieved
  • To redirect calls to the relevant departments where First Call Resolution are not possible
  • To ensure accurate information and reasonable timelines are provided  
  •  To ensure Quality Standards are met consistently
  • To initiate and delegate Claims requests accurately within SLA
  • To maintain email Inboxes daily, acknowledging receipt of queries and responding to sender within SLA
  • Complex queries that cannot be resolved by the ICC consultants to be forwarded to the relevant department to resolve
  • To escalate and log all member/client complaints within SLA
  • Be able to maintain confidentiality of valuable information
  • Support the ICC Manager as and when required
  • The ICC manager can allocate additional tasks or change daily tasks as and when required
  • Be capable of handling issues and complaints with providing solutions to the customers
  • Must be aware of every aspect related to Retirement Fund Administration in terms of processes, products and services and policy procedures.


  • Matric/Grade 12
  • Tertiary qualification or working towards one


  • Experience in the financial industry will be an advantage
  • Experience in client service and dealing with people
  • Advance knowledge of computer and MS. Office
  • Experience in working as part of a team

Competencies and Skills Required

  • Required business language proficiency
  • Strong level of responsibility
  • Able to work independently.
  • Interpersonal Skills
  • Time Management
  • Solid work-related ethics
  • Extra ordinary customer service skills
  • Excellent telephonic communication skills
  • Should be computer literate
  • Should always have a positive attitude
  • Verbal and written communication skills
  • Listening skills
  • Attention to detail and high level of accuracy whilst working under pressure
  • Adaptability
  • Resilience
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