Introduction
Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.
Disclaimer
As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose
To provide resolution and support of high level and escalated queries received from key contacts at academic institutions/ embassies/ student representatives and financial advisors and administrative support to ensure client retention, development and maintenance of an allocated portfolio of clients.
Requirements
Grade 12 qualification
5 years of experience in a customer service environment
5 years of industry knowledge/experience is essential
Complementary product knowledge is essential
Wealth Management and RE Advantageous
MS Office knowledge
Good understanding of the intermediary/broker industry (specific to Health)
Experience in corporate relations and customer services is essential
Code 8 driver's license and own vehicle (advantageous)
Knowledge of Oracle platform of MMS and Complementary products
Business communications skills
Duties & Responsibilities
- Assess service delivery based on engagement with business stakeholders and relevant analytics and implement plans for improvement
- Present Momentum products and share benefit information with stakeholders and members
- Promote, encourage and drive digital platforms engagement aligned with business strategy
- Ensure relationships with key clients and stakeholders are positive and productive
- Facilitate and mobilise billing discrepancies to resolution
- Liaise with relevant stakeholders to support query resolution
- Responsible for problem solving at all levels
- Support Walk In Centre and provide front-line external consultation between members, institutions, brokers and Scheme
- Same day resolution on all escalations and queries received, unless there is substantial evidence that this was beyond the control of the individual and team and every effort was made to resolve within the working day
- Identify the root cause of the problem and ensure that the appropriate recovery measures and plans are implemented
- Manage and monitor service standards, targets and service level agreements (SLAs)
- Maintain a record of escalated queries, complaints and the corrective action taken to resolve problematic areas within the business
- Maintain effective and efficient record keeping on the relevant system(s), monthly reporting
- Written and verbal communication at both executive and member level
- Perform client service shifts via digital channels via WhatsApp
- Collaborate with relevant business units by sharing best practices and knowledge to enhance service delivery
- Handling high level unresolved queries/disputes from Business Development Consultant
- Handle high level unresolved queries from academic institutions, Financial Advisors & members
- Identify areas where training is required to improve service levels
- Build and maintain relationships with clients and internal and external stakeholders
- Facilitate and/or hold helpdesk and wellness sessions on-site or virtually
- Ensure sustainability of the product by advocating the use of the employer zone portal to appropriate clients
- Facilitate and manage the year-end process from end-to-end: New business application process for new students and renewal of membership of returning students.
Competencies
- Motivated
- The ability to prioritise work and meet deadlines
- Working accurately under pressure and paying attention to detail
- Ability to work independently and maintain confidentiality
- Excellent communication (both verbal and written) skills
- Decision-making abilities, while being mindful of rules and processes
- Team player
- Ability to analyse situations and initiate appropriate corrective action
- Understands how the business operates, what the key issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the Group
- Anticipates, meets and exceeds client's needs by creating long lasting relationships that support the client value proposition, supports their financial wellness and ensures client centricity
- Deliver on expectations to clients and internal and external stakeholders in order to ensure that client expectations are managed
- Drive a sense of urgency, focus, accountability, agility and execution to deliver business results
- Actively leads change, does what is right for the business and drives continuous improvement through innovation
- Creates and maintains an open, positive working environment by generating commitment, building trust, a shared sense of purpose, empowerment in others and encouraging them to contribute to the best of their ability
- Prioritises the business interests of MMH and invests in the success of the group by aligning effort across divisions
- Persuades, convinces, influences and inspires others, both within MMH and externally to win support, loyalty and gain commitment to the purpose of MMH
- Manages self and relationships with others effectively, deals with ambiguity, uncertainty and pressure, and provides perspective in difficult situations
- Develop and maintain productive and collaborative working relationships with peers and stakeholders
- Is sensitive to individual and cultural differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned
- Takes responsibility for own development; and actively mentors, coaches and develops talent in others
- Builds leadership bench strength for MMI by providing opportunities and experiences to develop skills, competencies and business knowledge
- Contribute to continuous innovation through the development, sharing and implementation of new ideas
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