Section 37C Specialist

About Us

NMG Benefits provides consulting, actuarial and administration expertise in the healthcare and retirement fund environments and this extends to financial planning for individuals. This allows NMG to provide an end-to-end solution across the healthcare, retirement fund and financial planning needs of employers and their employees.

NMG Benefits is a subsidiary of the NMG Group, a global advisory and intermediary services firm with over 35 years’ experience. Our purpose is to find a better way by always putting the members first by providing independent, strategic consulting services.

Our international presence makes us capable of providing in-depth analytical intelligence to our clients, while our NMG benefits team is designed to provide a personalised service.

At NMG we have been placed in a position of privilege and trust to manage the well-being of our client’s financial futures. We are proud that more than 50 blue chip South African companies trust our advice and implement our recommendations.

Role Overview        

The Section 37C Specialist is responsible for the end-to-end administration and investigation of retirement-fund death claims in accordance with section 37C of the Pension Funds Act, applicable fund rules, regulatory requirements and internal service standards. The role supports the board of trustees by compiling complete, accurate and well-evidenced claim files that enable fair and equitable benefit-allocation decisions. The incumbent is also responsible for clear stakeholder communication, accurate record keeping, timely escalation and the protection of confidential personal information.

Duties and Responsibilities

Death Claim Registration and Case Management

• Receive, register and acknowledge death claims, verify membership details and open complete electronic and/or physical case files.
• Confirm the applicable fund rules, insured benefits, available benefit values and required claim documentation.
• Maintain accurate case notes, workflow statuses, diaries and follow-up actions throughout the claim lifecycle.
• Monitor claims against agreed service levels and escalate delays, unresolved dependencies and material risks promptly.

Section 37C Investigation

• Conduct thorough investigations to identify and trace potential legal, factual and future dependants, as well as nominees.
• Review nomination forms, identity and relationship documents, financial-dependency evidence, maintenance obligations, household circumstances and other relevant information.
• Interview claimants, family members, employers and other relevant parties where necessary, and record the information obtained objectively.
• Identify conflicting information, missing evidence, vulnerable beneficiaries and potentially disputed relationships, and refer complex matters for legal or management guidance.
• Ensure that investigations are properly documented and that reasonable tracing efforts are evidenced.

Trustee Submission and Allocation Support

• Prepare clear, balanced and fact-based trustee memoranda or recommendation packs summarising the investigation, identified dependants and nominees, relevant evidence and outstanding risks.
• Present complete claim files for consideration by the authorised decision-making structure and respond to requests for further information.
• Record trustee resolutions accurately and ensure that allocation decisions, reasons and supporting documentation are retained in the claim file.
• Ensure that administrative recommendations do not replace the trustees’ statutory discretion.

Benefit Payment and Finalisation

• Obtain and validate payment instructions, tax-related documentation, banking details and any required payment-mode information.
• Coordinate approved payments to beneficiaries, guardians, trusts, beneficiary funds, estates or other lawful recipients, as applicable.
• Communicate outcomes professionally and sensitively, while protecting confidential information and observing authorised disclosure requirements.
• Reconcile and close completed claims, ensuring that all approvals, correspondence and proof of payment are filed.

Compliance, Governance and Risk

• Administer claims in accordance with the Pension Funds Act, fund rules, trustee resolutions, FSCA requirements, applicable guidance and internal procedures.
• Apply POPIA and information-security requirements when collecting, storing, sharing and disposing of personal information.
• Identify possible fraud, misrepresentation, duplicate claims, document irregularities and conflicts of interest, and escalate them through the appropriate channels.
• Support complaint, audit, legal and regulatory enquiries by providing accurate records and timelines.
• Keep abreast of relevant legislative, regulatory and case-law developments affecting section 37C death-benefit administration.

Stakeholder Service and Communication

• Liaise with beneficiaries, dependants, nominees, employers, funds, trustees, insurers, tracing agents, legal advisers and internal operational teams.
• Provide regular, accurate and empathetic progress updates, particularly where claims are sensitive, complex or delayed.
• Manage difficult conversations and competing stakeholder expectations in a professional, impartial and respectful manner.
• Promote Treating Customers Fairly principles and a member-first service approach.

Operational Improvement and Reporting

• Produce accurate operational reports on claim volumes, ageing, outstanding requirements, service levels and risk items.
• Participate in quality reviews, process improvements and corrective actions arising from complaints, audit findings or recurring claim issues.
• Contribute to the maintenance of templates, checklists, standard operating procedures and knowledge resources.
• Support team members and share technical knowledge to improve consistency and quality.

Minimum Qualification 

• Grade 12 or equivalent qualification.
• Relevant diploma or bachelor’s degree in retirement-fund administration, law, commerce, financial services or a related field will be advantageous.
• Relevant retirement-fund, employee-benefits or death-claims training will be advantageous.
• RE5 and/or other regulatory qualifications may be required where the role is classified as rendering financial services.

Experience

• Minimum 3 to 5 years’ experience in retirement-fund administration, including practical exposure to death claims and section 37C investigations.
• Experience in identifying and assessing dependants and nominees, gathering evidence and preparing trustee submissions.
• Experience working with fund rules, administrators, employers, trustees and service providers in the retirement-fund environment.
• Experience handling complex, disputed or sensitive claims and responding to complaints or audit requests will be advantageous.

Competencies (skills required)

• Sound working knowledge of section 37C of the Pension Funds Act and the principles governing death-benefit distribution.
• Strong investigative, research and evidence-assessment skills.
• High attention to detail and commitment to accurate, complete record keeping.
• Ability to analyse complex family, dependency and financial information objectively.
• Clear business writing and the ability to prepare concise trustee memoranda and case summaries.
• Empathetic and professional communication with bereaved families and vulnerable beneficiaries.
• Strong stakeholder management, conflict-handling and follow-up skills.
• Good planning, prioritisation and service-level management.
• Integrity, confidentiality, impartiality and sound judgement.
• Proficiency in Microsoft Office and relevant retirement-fund administration or workflow systems.
• Ability to work independently while escalating legal, regulatory and operational risks appropriately.
• Ability to communicate effectively in English and additional South African languages.