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

Deliver professional service to clients through various servicing channels (inbound calls, emails, walkin interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.

Requirements

Matric
Correspondence experience is essential.
Excellent literacy, numeracy and communication skills
Excellent business Communication abilities and capabilities
Good customer service skills
Excellent general industry knowledge and excellent MMI: Health systems and processes knowledge (extensive product and system knowledge) would bean advantage
Must be able to pass apply and demonstrate knowledge of the healthcare environment
Excellent command of written communications (drafting of letters and responding to emails)
Minimum of 2 to 3 years client service experience
Passionate about driving a high performance culture
Technical specialist and subject knowledge expert in field
Ability to manage and drive change
Knowledge of organizational systems and processes
Fluent in English. Proficient in Afrikaans would be an advantage
Knowledge of Momentum Health is essential
Knowledge of Oracle System would be an advantage.

Duties & Responsibilities

Liaising with other departments to resolve queries
Recording all queries and interactions with customers onto the workflow system
Resolving all fax, email and telephonic queries received
Process and resolve management escalations/complaints
On the floor and direct support tocall centre staff
Reporting and data analysis
High quality and service output
To play a role in the onboarding and induction process of new employees
To provide on-the-job training inspecific tasks required for the job
To identify performance gaps and training requirements and to feed these back to L&D for further training interventions.
Maintenance and management of the membership data-base.
Reinstatement of group and contract membership
Liaise with other departments regarding the acceptance of new business, terminations and the activation process after suspension

Competencies

Display a sense of urgency and meticulous attention to detail
Ability to multi-task and capability to manage those tasks
Good interpersonal skills
Exceptional time management
Ability to adapt to the environment and show Resilience and manage the process of change
Efficiency, accuracy and self-efficacy
Excellent team player
Excellent communication skills Provision of all information to callers, pertaining to all aspects of all schemes
Target orientated
Pro-active
Good telephone etiquette
* Robust stress resistantpersonality and a high tolerance for a stressful environment