Job Description

Introduction

Through our client-facing brands and our other specialist brands, Momentum 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.

Disclaimer

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

Role Purpose

As a Service Specialist within our Service Centre, you will be one of Momentum's brand representatives. The primary purpose of your role will be to increase client loyalty by providing our valued clients with consistent, world-class, and legendary service of the highest quality during every interaction, demonstrating our care and commitment to making investing personal.

Your role will entail receiving, processing, evaluating, and responding to enquiries and instructions via various servicing channels within a fast-paced, pressurized servicing environment. In addition, you will be responsible for accurately processing client instructions, according to our processes and procedures, adhering to our quality standards and within our turnaround time, as well as resolving complex product-related queries.



As a Service Specialist, you will be expected to perform tasks received from all our servicing channels, currently including telephone calls, emails, and manual instruction processing.

Requirements

Minimum of 2 to 3 years practical and relevant experience, within the Investment, Insurance and Financial Services industry, with excellent administrative and innovative client servicing and support experience.
Practical and relevant experience within an investment service environment where you had to build strong relationships, enable ease of doing business, grow and maintain the business, and more, will be a great 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.
B. Com Finance/Investments or related degree or tertiary qualifications will be an advantage.
Momentum Investments 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.
Proficient in dual-screen navigation and typing skills at an advanced level.Microsoft Office suite (Excel, Word, Outlook and Teams) at an intermediate level.
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 centres.
Relevant product knowledge.
Knowledge of complaints handling processes and procedures

Duties & Responsibilities

Deliver positive, seamless and professional customer service during every interaction with the client in a considerate and timely manner.
Maintain a consistent differentiated client experience within a pressurised, fast-paced and deadline-drivenenvironment.
Compose thoughtful, personalised telephonic and/or email responses for a variety of client needs.
Maintain client confidentiality at all times.
Capture and process valid client instructions accurately, the first time around, within set service-level timelines and quality standards.
Request and obtain any missing information, documentation and/or signatures by following the legislative, compliance and product process and procedure guidelines. Use of telephone interactions is encouraged in this instance to enable effective and efficient communication to enhance the service experience.
Always keeping our clients (FA, admin staff and Channel Partners) informed and in the loop, every step of the way, without fail or exception.
Support the team by processing instructions or tasks allocated or made available to you, such as client instructions, transactional indexing, and clean-up projects and working together to create a combined centre of excellence.
Adhere to product, legislative 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 team's 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 feedback with internal and external stakeholders (always keeping the client and all stakeholders 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, 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, compliance, and legislative knowledge.
Live the Momentum Group values, namely: Accountability, Diversity, Excellence, Integrity, Innovation and Teamwork.

Competencies

Passionate about service and service excellence - with a "will do, can do" attitude - demonstrating determination and encouraging others to achieve excellence in every task, action and/or interaction.
Working with and servicing people involves demonstrating an interest in others, working effectively in teams, building team spirit, and showing care and consideration for individuals.Has the ability to work well both under supervision and 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 clients' and Momentum Group's affairs.
Resilience and adaptability - the ability to overcome obstacles and deliver 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 constructively and confidently.
* Analysing data of a verbal and numerical nature, as well as other sources of information, involves breaking information down into components, probing for further information, and generating workable solutions to problems.