Job Description

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

Provide support to brokers/planners/financial advisors. Provide assistance on all escalated enquiries to all key stakeholders

Requirements

Matric / Grade 12
5 years industry knowledge/experience essential (specific to Momentum Health)
Excellent Networking Skills is essential
Good understanding of the intermediary/broker industry (specific to Health)
Good understanding of the medical scheme industry and regulations
Knowledge of Oracle platform and Momentum health products (mandatory)
Experience in corporate relations, Broker relations and customer services is essential

Duties & Responsibilities

INTERNAL PROCESS

Manage and monitor service standards, targets and SLA's
Assess service delivery based on engagement with business stakeholders and relevant analytics and implement plans for improvement
Handling high level unresolved queries/disputes from Business heads
Handling high level unresolved queries/disputes arising from brokers/financial planners
Ensure that the appropriate recovery measures and plans are implemented to handle member escalations
Liaising with the departments that do not meet the standards of service as laid down in Scheme service level agreements
Responsible for problem solving at all levels
Written and verbal communication at both executive and member level
Management of relationships with brokers to ensure optimal service delivery to broker clients
To be able to attend to critical issues related to the broker team
Relationships with key clients is positive and productive
Relationships with brokers is positive and productive
The year- end process runs smoothly and is facilitated to ensure that clients are fully aware of all changes and options available to them
Effectively handle all escalations directly from the broker market
Maintain direct relationships with all brokers, marketing advisors, financial planners who are key stakeholders who the broker team will service
Maintain effective and efficient record keeping on the relevant system
Collaborate with relevant business units by sharing best practises and knowledge to enhance service delivery
Same day resolution on all escalations and queries received, unless there is substantial evidence that this was beyond control of the team leader and every effort was made to resolve within the working day
Handling high level unresolved queries/disputes arising from brokers/planners feedback via Social Networks
Ensuring that broker feedback on queries received via Social Media and the business is responded to within agreed SLA
Identify trends in respect of the calls and correspondence and put in place action steps to address the needs identified through the Trends


CLIENT



Provide authoritative, expertise and advice to clients and stakeholders
Build and maintain relationships with clients and internal and external stakeholders
Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments
Define service practices which builds rewarding relationships, encourages innovation and allows others to provide exceptional client service
Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed
Make recommendations to improve client service and fair treatment of clients within area of responsibility
Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
Treat every client (internal and external) with respect, humility and a "can do" attitude


PEOPLE



Create a positive work climate and culture to energise, motivate and grow employees, give meaning to work, minimise work disruption and maximise employee productivity and outcomes
Demonstrate exemplary leadership behaviour, through humility, passion, personal involvement, commitment and dedication in support of organisational values
Develop and maintain productive and collaborative working relationships with peers and stakeholders
Positively influence and participate in change initiatives
Continuously develop own expertise in terms of professional, industry and legislation knowledge
Contribute to continuous innovation through the development, sharing and implementation of new ideas
Take ownership for driving career development


FINANCE



Contribute to the financial planning process within area
Identify opportunities to enhance cost effectiveness and increase operational efficiency
Manage financial and other company resources under your control with due respect
Provide input into the risk identification processes and communicate recommendations in the appropriate forum

Competencies

Business Acumen
Collaboration
Client/Stakeholder Commitment
Impact and Influence
Drive for Results
Self-Awareness and Insight
Leads Change and Innovation
Diversity and Inclusiveness
Motivating and Inspiring Team
* Growing Talent