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.