Job Description

Closing Date 2023/09/05
Reference Number MMH230829-3
Job Title Service Account Manager
Position Type Permanent
Role Family Sales
Cluster Momentum Investments
Remote Opportunity Some of the time
Location - Country South Africa
Location - Province Gauteng
Location - Town / City Centurion
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 Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at
Role Purpose

As a Service Account Manager (SAM) within our Momentum Wealth Specialised Investments Service Centre, you will be one of Momentum's brand representatives, to our top supporting Financial Advisers. The main purpose of your role will be to increase client loyalty and satisfaction through consistent, world class and legendary service of the highest quality, to our valuable Advisers and clients during every interaction, showing that we care and that to us investing is personal.

Building sound and solid relationships with a panel of Financial Advisers and their admin staff to enhance, retain and grow our business - encouraging them to choose and/or retain Momentum Wealth as their preferred service provider. Playing a key role in promoting and driving digital adoption - uniting with the Adviser and his/her office and our Channel Partners to adopt our digital offerings providing ongoing support to increase our digital footprint.

Your role will entail receiving, processing, evaluating, and responding to enquiries and instructions via various servicing channels within a fast paced, pressurised servicing environment. In addition, you will be responsible for accurately processing client instructions (not yet performed digitally by the Adviser), according to our processes and procedures, adhering to our quality standards and within our turn-around time as well as resolving complex Wealth product related queries.
Requirements

Experience and Qualifications

• Minimum of 3 to 5 years practical and relevant experience, within the Investment, Insurance and Financial Services industry, with excellent administrative and innovative client servicing and support experience xe2x80x93 experience within the investment industry (LISP) will be an advantage.

• Practical and relevant experience within an investment service environment where a client panel was linked directly to you and you had to build strong relationships, provide personalised service, enable ease of doing business, grow and maintain the business, and more, will be a great advantage.

• Knowledge and experience of digital capabilities will be an advantage.

• Tech savvy, with the ability to troubleshoot and resolve issues that arise, finding workable solutions.

• Knowledge and understanding of legislation within the insurance and investment industry, i.e., POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS, etc. will be an advantage.

• Grade 12 or equivalent with Maths and/or Accounting.

• Com Finance/Investments or related degree or tertiary qualifications will be an advantage.

• Momentum Wealth product, process, procedure, and system knowledge will be an advantage.

• Excellent computer skills, with the ability to learn and understand new systems quickly and with confidence.

• Dual-screen navigation and typing skills at an advanced level.

• Microsoft Office suite (Excel, Word, Outlook and Teams) at an intermediate level.

Knowledge

• Extensive financial services industry knowledge.

• Sound knowledge of client service policies, procedures and processes.

• Knowledge of business-related rules and regulations.

• Knowledge of relevant regulatory and compliance requirements.

• Knowledge of the operational running of call and service centers.

• Relevant product knowledge.

• Knowledge of complaints handling processes and procedures.

Duties & Responsibilities

• Deliver positive, seamless, quality, personal and professional customer service during every interaction with your panel of Advisers and related stakeholders in a considerate and timely manner.

• Maintain a consistent differentiated client experience within a pressurised, fast-paced and deadline driven environment.

• Compose thoughtful, personalised telephonic and/or email responses for a variety of client needs.

• Maintain client confidentiality, at all times.

• Take responsibility for your own Adviser panel (primary SAM) as well as collective co-responsibility for your unitxe2x80x99s Adviser panels (secondary SAM) xe2x80x93 effectively and efficiently servicing, collaborating, and communicating as one voice from a combined unit, always ensuring uninterrupted and ongoing service delivery.

• Capture and process valid client instructions accurately, the first-time round, every time, exceeding set service-level timelines and quality standards.

• Request and obtain any missing information, documentation and/or signatures by following the legislative, compliance, risk and product process and procedure guidelines.

• Always keeping your clients (FA, admin staff and Channel Partners) informed and in the loop, every step of the way, without fail or exception.

• Assist, support, promote and train your Adviser panel, their admin staff and our Channel Partners towards digital adoption to increase digital uptake. Work with all stakeholders to define their digital challenges and co-create solutions. Troubleshoot and resolve digital obstacles that may prevent us growing our digital footprint.

• Support the Momentum Wealth team with processing instructions or tasks allocated or made available to you xe2x80x93 be it client instructions, transactional indexing, clean-up projects, etc. Working together to create a combined centre of excellence.

• Adhere to product, legislative, risk and compliance processes and procedures at all times.

• Adhere to Client Centric and Treating Customers Fairly Principles.

• Take responsibility for managing both reputational and financial risk, as a result of processing instructions as well as interactions with both internal and external clients.

• Take personal responsibility and accountability for personal daily and monthly targets (production, quality, and client satisfaction).

• Make active daily contributions to help achieve team goals, targets, and successes, taking co-responsibility for the teamxe2x80x99s deliverables as a collective team.

• Research, follow-up and resolve client enquiries and problems through effective interaction with clients, intermediaries, investors, product specialists, operations areas, and other internal or external staff in a timely and professional manner. This includes the provision of timely and continuous feedback to internal and external stakeholders (always keeping the client in the loop).

• Participate and contribute to a culture of identifying and recommending improvements and changes that will facilitate and improve the client service experience and quality, enhance cost effectiveness, increase operational efficiency, and reduce any risk or threats.

• Actively improve own performance and drive own development, including continuously improving knowledge for personal growth and development.

• Continuously develop own expertise in terms of professional, industry, products, processes, procedures, compliance, and legislative knowledge and skills.

• Live the Momentum Metropolitan values namely: Accountability, Diversity, Excellence, Integrity, Innovation and Teamwork.

Competencies

• Passionate about service and service excellence - with a xe2x80x9cwill do, can doxe2x80x9d attitude xe2x80x93 demonstrating determination and encourage others to achieve excellence in every task, action and/or interaction.

• Working with and servicing people - demonstrating an interest in others, working effectively in teams, building team spirit - showing care and consideration for individuals.

• Be proactive in providing personalised service and exemplify the need to adapt to a continuously changing environment.

• Has the ability to work well both under supervision as a member of a team, as well as independently.

• Relating and networking - establishing effective relationships with clients and colleagues, networking effectively within and outside of the organisation and relating well to individuals at all levels.

• Highly organised, professional, efficient, and effective, with a sense of urgency and excellent time management.

• Very high attention to detail and quality work output.

• Honesty and integrity - respect for the confidentiality of our clientsxe2x80x99 and Momentum Metropolitanxe2x80x99s affairs.

• Resilience and adaptability xe2x80x93 the ability to overcome obstacles and delivers results by showing tenacity - coping with pressures and setbacks by working productively in a stressful environment.

• Adhering to Principles and Values - upholding ethics and values, acting with integrity and embracing diversity.

• Presenting and communicating information - speaking and writing clearly and fluently, with the ability to relay information in a constructive and confident manner.

• Analysing data of a verbal and numerical nature as well as other sources of information, breaking information down into components, probing for further information and generating workable solutions to problems.

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

Momentum Metropolitan