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

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Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Deliver on-site services to clients and providers by promptly addressing their needs, concerns and queries in alignment with agreed service level agreements.

Requirements

A National Senior Certificate is essential
A relevant business-related qualification would be advantageous
At least 2-3 years' working experience in a customer / client relations role
Exposure to the medical scheme industry is preferred
Language proficiency in English and Xhosa is essential
Excellent presentation skills
A driving licence is essential - there will be a split location between the client's office and the Momentum office
MS 365 proficiency

Duties & Responsibilities

Engage with clients, providers and/or intermediaries in a professional manner to resolve all queries within the Service Level Agreement and quality standards.
Provide on-site services to clients and providers, which includes travel as required.
Take ownership of complaints and ensure they are resolved timeously and effectively.
Provide clients and providers with the relevant information and documentation as required in line with policy guidelines.
Capture and update information on relevant system/s, based on data.
Accurately complete all administrative and reporting requirements within agreed timeframes.
Adhere to legislative / compliance requirements in the service process.
Identify and report process and system failures and enhancements to improve client experience.
Escalate queries to the relevant team or stakeholder.
Provide accurate information and advice to clients, providers and/or stakeholders.
Build and maintain relationships with clients, providers, and internal and external stakeholders.
Develop and maintain productive and collaborative working relationships with peers.
Positively influence and participate in change initiatives.

Competencies

Examining Information
Documenting Facts
Establishing Rapport
Articulating Information
Showing Composure
Meeting Timescales
Upholding Standards
* Taking Action