JOB PURPOSE

The primary purpose of this role is to support the delivery of high-quality client services by engaging professionally with stakeholders and ensuring that service standards are consistently met. The successful candidate will be expected to uphold MIFA’s values and contribute to fostering strong, service-oriented stakeholder relationships.

KEY RESPONSIBILITIES

The successful incumbent will be responsible for, but not limited to, the following duties:

•  Attend to all email and written correspondence.
• Respond to telephonic member queries in a timely and professional manner.
• Follow up on outstanding queries to ensure resolution within required turnaround times.
• Verify member identity and check membership status on Everest/CRM.
•  Welcome and assist visitors in a professional and courteous manner.
• Maintain a clean and welcoming reception area.
•  Manage walk-in member queries and log details in the visitor register.
• Send follow-up SMSes or emails where additional documentation or communication is required.
•  Provide general assistance to visitors and escalate specialised queries where appropriate.
• Update member records on the system and complete any post-call administrative tasks.
• Access and interpret information using legacy systems (e.g., Everest Historical, Sales Logix, Microfiche).
•  Diarise follow-up actions on claims and provide timely feedback to members.
•  Ensure resolution of queries within the defined service level agreements (SLAs).
• Promptly answer incoming calls and manage switchboard operations.
•  Build and maintain strong professional relationships with clients.
• Keep abreast of industry trends and developments through continuous learning.
• Respond to allocated emails within 24 to 48 hours with appropriate and accurate responses
• Support administrative tasks that promote operational efficiency
• Contribute to productivity targets and continuous process improvements