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 and effective and efficient service to clients by evaluating and responding to electronic enquiries timeously. Responding to needs and complains within the agreed TAT.

Requirements

Matric
Microsoft Office
2-5 years of client service experience
Good understanding of the industry
Knowledge of Momentum Health product is essential
Knowledge of Oracle System is essential
Knowledge of Zendesk system is an advantage
Knowledge of Billing, Claims, Chronic and Authorisations
A strong understanding of the Momentum Medical Scheme will be advantageous
Engaging in effective communication (written communication)
Maintaining a consistent service delivery to ensure client retention and satisfaction
Obtaining and maintaining Health product and industry knowledge to accurately respond to clients
Ensuring average response times are met on the Zendesk platform
Ensuring that the average remain response is maintained to 60 Seconds for all enquiries
Dealing promptly with client requests in a competent, efficient and professional written manner.
Driving and supporting effective teamwork within the digital team
Engaging in appropriate training interventions to promote own professional development
Ensuring to demonstrate the company values daily
Maintaining high standards of professionalism at all times.
Recording of all queries and interaction with clients onto the workflow system and the Zendesk platform.
adhering to the POPI act as per business standards
Take ownership of all queries and ensure that they are resolved timeously and effectively
Ensure that all correspondence sent out is of the highest quality
Utilise IT systems effectively, to ensure accuracy of documentation
Adhere to organizational best practice and legislative requirements

Duties & Responsibilities

To build relationships and to provide a consistent one stop service to all stakeholders
Identify risks to the company and escalate accordingly Engage in effective communication and delivery according to Service Level Agreements Maintain a consistent service delivery to ensure client retention and satisfaction
Obtain and maintain broad product knowledge in order to effectively and accurately respond to customer queries Ensure client satisfaction ratings are met and exceeded Provide first time resolution on queries Deal promptly with client requests in a competent, efficient and professional manner Drive and support effective teamwork within the department
Engage in appropriate training interventions to promote own professional development Ensure to demonstrate the company's values on a daily basis Liaising with other departments to resolve queries Recording of all queries and interactions with customers onto the workflow system Resolving of all web chat/ email queries received Investigate client queries within the agreed service level and ensure that client receives timeous feedback Escalate client queries to the relevant department or stakeholder Provide accurate information and advice to clients and stakeholders to ensure that the client receives the appropriate after sales services Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets Provide authoritative, expertise and advice to clients and stakeholders Build and maintain relationships with clients and internal and external stakeholders Deliver on service level agreements made with clients and internal and external stakeholders 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

Competencies

Business Acumen

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.

Client Commitment

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.

Drive For Results

Drive a sense of urgency, focus, accountability, agility, and execution to deliver business results.

Leads Change and Innovation

Actively leads change, does what is right for the business and drives continuous improvement through innovation

Collaboration

Prioritises the business interests of MMI and invests in the success of the group by aligning effort across divisions

Impact and Influence

Persuades, convinces, influences and inspires others, both within MMI and externally to win support, loyalty and gain commitment to the purpose of MMI.

Self-Awareness and Insight

Manages self and relationships with others effectively and provides perspective in difficult situations

Divesrsity and Inclusiveness

* Is sensitive to individual and cultural similarities and differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned