Duties and responsibilities include:
• Build and maintain effective relationships with Pay Offices, internal stakeholders and
Distribution Channels.
• Support the onboarding, servicing and retention of Pay Offices, including conducting
regular engagements and training visits.
• Ensure stop orders are approved and compliant prior to new business processing, in line
with affordability and regulatory requirements.
• Manage billing, collection, allocation and reconciliation processes to ensure accurate
and timely premium processing.
• Follow up on outstanding payments, schedules, unidentified deposits and allocation
discrepancies to ensure resolution.
• Monitor exception reports and operational data, identify trends and implement
corrective actions where necessary.
• Support new business growth, customer retention initiatives and the expansion of the
Private Sector Stop Order portfolio.
• Facilitate alternative payment arrangements where stop order facilities are discontinued
or affordability challenges arise.
• Manage customer and Pay Office enquiries and complaints within agreed service
standards.
• Monitor portfolio performance and manage non-performing Pay Offices, including
initiating exit processes where required.
• Administer deductions, deletions, rejected transactions, error files and related premium
collection activities.
• Manage and distribute billing files, premium increase communications and other
operational correspondence.
• Maintain accurate records, prepare management reports and ensure compliance with
company policies and procedures.
• Perform general administrative and operational duties as required to support business
objectives.