Senior Administrator- S37C Death Claims

Role Description

To support the Payments Team in resolving outstanding payment-related queries efficiently and accurately and improve client turnaround times. The incumbents will integrate quickly through focused payments process training and will contribute to benefit follow-ups as required.

Operational Delivery

• Manages daily operational (customer service and administrative) delivery within specified time standards.

• Liaises with customers, advisors and external third-party providers both telephonically and via email.

Personal Effectiveness

• Accepts and lives the company values.

• Accountable for service delivery through own efforts and efforts of others.

• Collaborates effectively with others to achieve personal results.

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

• Makes increased contributions by broadening individual skills.

Quality Assurance

• Adheres to service and quality standards.

• Performs quality checks on own work.

SPECIFIC KEY RESULT AREAS

• Process and resolve payment-related queries end-to-end within service levels (SLA), including intake, triage, investigation, reconciliation, and closure.

• Clear ageing cases and maintain audit-ready case files, with consistent, accurate case notes and evidence.

• Engage stakeholders (internal teams, external providers, clients) professionally to obtain information and resolve blockers.

• Update and manage workflow systems (AWD, BIZAGI, BANCS, CMOS, EMS, Omunet, Outlook) with disciplined task management.

• Apply production practices using current Production Sheets; track throughput and escalate exceptions timeously.

• Adhere to quality controls: use the Quality Tool and ensure no correspondence is sent without authorization.

• Support follow-ups.

• Comply with governance: POPIA, data accuracy, records management, and readiness for audit and compliance checks.

Role Requirements: Qualifications and Experience required

• Matric (essential).

• Post-matric qualification in administration, finance, or related field (advantageous).

• 1–2 years administration experience (retirement fund or financial services advantageous; Old Mutual experience beneficial).

• Working knowledge of payments processes and reconciliations (advantageous).

• Knowledge of Old Mutual products and administrative processes (e.g., Greenlight, Max Income, Max Investment) (advantageous).

• Familiarity with Old Mutual systems: AWD, BANCS, BIZAGI, CMOS, EMS, Omunet, Outlook.

• Computer literacy (MS Office) with accurate typing and disciplined document handling.

Competency

• Excellent verbal and written communication – read, interpret, and respond to queries promptly and professionally.

• Ability to work under pressure and adapt to a changing environment.

• High attention to detail and accuracy.

• Good judgment and proactive problem-solving.

• Team-oriented with strong interpersonal skills.

• Deadline-driven and results-focused.

• Ability to process information and provide clear, structured feedback.

Skills

• Numerical accuracy and reconciliation skills (allocations, variances, and balancing).

• Critical thinking and anticipation – question assumptions, identify next steps, and pre-empt issues.

• SLA discipline and throughput management – prioritize effectively in high-volume environments.

• Case management excellence – clean case notes, evidence trails, and audit-ready documentation.

• Stakeholder engagement – professional, empathetic, and clear communication.

• Quality assurance compliance – use of Quality Tool and authorization protocols, “first-time-right” mindset.

• Governance and confidentiality – strict adherence to POPIA and internal controls.