JOB SUMMARY
The main role of the Service Consultant – Unclaimed Benefits is to assess, validate and process
payment of all unclaimed benefit cases within legislation, fund rules and policy guidelines. The
Service Consultant must perform all claim related functions in a manner that promotes fund
objectives and service excellence. The role involves the liaison between the employers, members
and beneficiaries to maintain good relations with the various stakeholders.
KEY RESPONSIBILITIES
• Review applications/claims received for all unclaimed benefits.
• Check that all supporting documentation is attached as per the requirements of the specific
claim.
• Assess death claims and draft quality and comprehensive death claims reports (as per
Section 37C stipulations).
• Adhere to the payment process in line with legislation, policies and procedures.
• Action payment of all claims within agreed SLA’s.
• Mitigate all payment risks and escalate cases where appropriate. This includes the
identification of fraudulent activity and non-disclosure.
• Compile clear claims communication, send out acknowledgement notices within 24 hours
and keep clients/claimants up to date during the claims process.
• Maintain standards in accordance with processes, procedures, administration agreements,
regulatory requirements and service level agreements.
• Prepare daily stats reports and distribute accordingly.
• Prepare claims data and report to admin team on request.
• Liaise with employers, members, beneficiaries and internal specialist departments through
correspondence, telephone and e mails.
• Maintain and update workflow systems and prescribed daily production stats.
• Participate in various meetings and contribute to the discussions and decisions of the team
and department from a servicing strategy perspective.
• Maintain good relationships with all stakeholders.
• Resolve queries and complaints within SLA.
• Assist with project work for the operational team (when required).
• Incident reporting and escalation.
• Identify areas of improvement and escalate to relevant person.
Junior Manager -
Unclaimed
Benefit Payments
Service
Consultant
Service
Consultant
Service
Consultant
JOB SPECIFICATION
POSITION: SERVICE CONSULTANT – UNCLAIMED BENEFITS
• Report maintenance and supplies requirements to the line manager and Facilities
department.
• Complete product /system training as and when required
