Job Description

Introduction

Through our client-facing brands Metropolitan and Momentum, 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. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities and businesses. Visit us at www.momentumgroupltd.co.za

Disclaimer

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

Role Purpose

Provide quick and accurate administrative support, to enable the client service area to deliver a professional service to clients within Service Level Agreements and legislative / compliance requirements.

Requirements

Experience and Qualifications

Matric or equivalent
3-5 years' experience in Employee Benefits
Extensive industry knowledge, product knowledge and relevant legislation
Intermediate experience with MS Office Suite (Word, Excel), i.e. VLOOKUP

Duties & Responsibilities

The incumbent will be co-responsible for the following:

Effective and prompt management of the installation mailbox and relevant workflows.
Accurate assessments of all new installations and benefit improvement requirements.
Accurately process installations and benefit improvements as and when required.
Engage with clients and intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
Take ownership of complaints and ensure they are resolved timeously and effectively.
Provide brokers and sales with the relevant information and documentation as required in line with installation and benefit improvement processes.
Accurately complete all administrative and reporting requirements within agreed timeframes.
Adhere to legislative / compliance requirements in the service process /training on updates provided by L&D.
Identify and report process and system failures and enhancements to improve client experience.
Communicate complex technical concepts to non-technical stakeholders effectively.
Investigate queries within the agreed service level and ensure that timeous feedback is provided.
Escalate client queries to the relevant department or stakeholder.
Provide authoritative, expertise and advice to clients and stakeholders where relevant.
Build and maintain relationships with internal and external stakeholders.
Deliver on service level agreements made with internal and external stakeholders to ensure that client expectations are managed.
Make recommendations to improve client service and fair treatment of clients within the area of responsibility.
Participate and contribute to a culture that builds rewarding relationships, facilitates feedback, and provides exceptional client service.
Develop and maintain productive and collaborative work 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 of driving career development.
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

Time management
Attention to detail
Accountability
Teamwork
Client Orientation
* Problem-solving