Job Advert Summary    

• Hello…an exciting new opportunity has just become available in our Hollard Health, Key Account Management area. We are looking to recruit a French and English Speaking Membership Administrator (Permanent). 
• The Membership Administrator will interface between the Key Account Management function, sales, and underwriting. They will need to ensure that all the initial membership data required is fully collated and completed, as well as handling all employer group additions and removals throughout the year. Where it is required, the Membership Administrator will need to interface into the underwriters and Key Account Managers to ensure that the combination of feedback to members is provided and information is gathered as per the underwriter’s requirements. The Membership Administrator reports to the Key Account Manager in their specific region but will also have accountability to underwriting and sales. They are the first significant interaction with the client.

Key Responsibilities:

• Developing a solid and trusted relationship between the employer group (contact person) and Hollard Health (HH).
• Build, Manage and Maintain good relationships with all stakeholders.
• Develop a complete understanding of the respective employer groups that will be dealt with.
• Working closely with the Key Account Manager and Underwriting Teams in ensuring that the requests are dealt with promptly and accurately.
• Have a detailed understanding of the underwriting rules for adding and removing members for onboarding, maintenance and offboarding of members, and be able to apply the underwriting rules.
• When onboarding a new client collate from the broker and/or client all the necessary information such as the application form, membership data (ensuring this is accurate and complete in the format required by HH).
• Load into the system the information gathered for underwriting approval and then ensure all information is submitted to and received by the TPA (benefit schedule, contract, inception invoice and policy wording etc.)
• Implementing membership retention policies and procedures to simplify and improve the renewal process.
• Notify the Key Account Manager when an additional country or branch would like to join an existing employer group.
• Liaise with the client or broker if additional information is required.
• Liaise with Underwriting for their decisions.
• Ensure that the responses needed are followed up and seen to completion of a decision or accurate data.
• Ensures that Membership data is clean and accurate at all times, by performing regular validations and addressing nonconformities as soon as possible.
• Recons incorrect member information and manage the relevant stakeholders to reduce possible risk in relation to members cover and compliance with underwriting rules.
• Engage with intermediary execs as well as the employer’s HR department, providing compelling and clear explanations on if/why the member does not fit the HH membership rules, or what would be needed for Hollard Health to review decision.
• Running internal reports that will be used by the Key Account Manager to present to team members and clients.
• Support the Key Account Manager with data and insights relating to monthly statistics and membership trends as required.
• Meeting all client needs and deliverables according to the agreed timelines (SLA’s).
• Support the Key account manager by identifying issues, performing root cause analysis, and contributing towards process and system enhancements.
• Support the Key Account Manager with delivery of membership communications including any ad hoc mailings, letters, emails as required and renewal reminders.
• Contribute to and support the delivery of our membership and strategic plans.
• Participates in various meetings and contributes to the discussions and decisions of the team and department from a servicing strategy perspective.
• Resolve Member queries and complaints.
• To be involved with system testing with IT and the Operations manager for vetting etc.
• To perform other ad hoc duties as required.
• Manage termination end dates, applying underwriting rules to prevent anti-selection.
• Support Key Accounts Manager with onboarding presentations, membership presentations and servicing presentations when required.
• Additional support for other duties when the Key Account Manager is not available.
• Monthly team meeting presentations on next focus areas
• Adhoc projects from the key account manager and/or head of operations to support any initiatives to deliver a better broker, client and/or member experience.

Required Knowledge and Experience    

• 2 Years minimum membership administration or related experience
• You must have thorough knowledge of the English and French language and be able to speak and write both fluently.
• Ability to multitask, prioritise, and manage time efficiently.
• Goal-oriented person.
• Team player.
• Positive attitude.
• Self-motivated.
• Excellent interpersonal skills.
• Client/ customer centric.
• Stakeholder Management.
• Solutions orientated.
• Excellent verbal and written communication skills.
• Computer literacy with Excel skills.
• Eye for detail, consistency, and quality.
• Ability to multitask and manage multiple client accounts.

Educational Requirements    

• Grade 12
• Business or general BCom Degree.