S37C Death Claims Administrator (6-Month FTC)

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.