Pensions Client Services Officer (GMG/SEG 1)

Job Purpose

Under the general supervision of the Manager, Pensions Client Services, the incumbent provides accurate information and advice to internal and external clients to facilitate the expeditious processing of retiring/death benefits. The incumbent will also investigate cases for the Government Pensioners Relief Fund Committee and provide documentary evidences of requested needs. 

Key Responsibilities

Technical/Professional 

• Serves as liaison between the Branch and clients; maintains a log of clients complaints and queries; 
• Navigates the automated system, retrieves information and provide responses to enquiries from clients by telephone or other media provided; routes requests/enquiries to appropriate staff as necessary; 
• Responds quickly and efficiently to clients enquiries or complaints by phone, post, email or direct interaction; provides follow-up on client’s enquiries; 
• Informs clients by explaining procedures; answering questions; providing information counselling and advice; recommends actions to avoid recurring complaints and follow-up as necessary; 
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures in the delivery of service to clients; 
• Keeps abreast of the various Pensions Acts, Regulations, Policies and Procedures of Pensions Administration in order to facilitate expeditious processing of retiring benefits;
• Liaises with Ministries, Departments and Agencies to expedite the responses to requests for information/data, and obtain additional information required for the processing of retirement benefits; 
• Collaborates with the MDAs to identify the training/information needs with respect to pension matters, and reports these needs to the Manager, Pensions Services; 
• Participates/Assists in the design and delivery of public education and sensitization sessions to trainers/employees in MDAs, retirees and their dependents on pension and other retirement benefits; 
• Visits and interviews Pensioners, relatives and caregivers of officers islandwide to obtain documents and other information for the processing of benefits; 
• Liaises with Accountant Generals Department regarding delays in the pay out of awards and benefits; 
• Liaises with other key/relevant stakeholders in providing service to customers;
• Conducts investigations and provides information and outstanding data to facilitate the processing of pension/retirement benefit cases and cases before the Government Pension Relief Fund Committee; 
• Recommends special cases for considerations of benefits from the Government Pension Relief Fund Committee; 
• Participates in the conduct of customer service surveys to obtain feedback on services provided; 
• Analyzes data from surveys and provide results; 
• Collates information and prepares/generates monthly/quarterly and annual reports;
• Develops and implements Individual Work Plan; 
• Performs any other related duties that may be assigned from time to time. 

Required Knowledge, Skills and Competencies

• The ability to analyze problems efficiently; 
• Excellent interpersonal skills; 
• The ability to communicate effectively both orally and in writing; 
• Ability to organize work and utilize time management techniques to meet critical deadlines;
• High levels of confidentiality, professionalism and integrity; 
• Attention to detail and accuracy; 
• Emotional intelligence; 
• Tactful; 
• Ability to work independently and as part of a team; 
• Proficiency in Microsoft Office suite and other applications programmes appropriate to assigned responsibilities; 
• Excellent knowledge of statutes, legislations, regulations, policies and procedures governing pensions; 
• Ability to conduct simple social research. 

Minimum Required Qualification and Experience

• First Degree in Public Administration or Management Studies/Social Work;
• Three (3) years’ experience in Pensions Administration or related field; 
• Certificate in Customer Service; 

OR 

• Diploma/Associate Degree in Public Administration or Management Studies or Social Work;
• Five (5) years’ experience in Pensions Administration or related field; 
• Certificate in Customer Service; or 
• Two (2) years’ experience in customer service environment; 
• Any other combination of equivalent qualification and experience. 

Special Conditions Associated with the Job

• Extensive travelling, sometimes in hazardous or volatile areas across the island;
• Pressure from meeting numerous critical deadlines; 
• Occasionally dealing with difficult individuals.

Please note that only shortlisted applicants will be contacted.