Job Description

Closing Date 2023/09/18
Reference Number MMH230912-7
Job Title Service Specialist
Position Type Temporary
Role Family Client Services
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

The Service specialist will be responsible for accurateadministration andprocessing of all transactions that are sent through by planners and clients within RISO in the operational and clientservices environments. A strong focus on client experience, efficiency handling, optimisation and offering world class service across multiple platforms to advisers and clients.
Requirements

Qualifications, Experience and Knowledge

• Matric/Grade 12

• Relevant investments or wealth (LISP) qualification will be an advantage

• 3 - 5 yearsxe2x80x99 experience in a contact centre or in the investment or financial service industry

• Computer Literacy xe2x80x93 specifically Microsoft excel

• Wealth systems knowledge

• Wealth process knowledge

• Wealth product knowledge

Personal attributes and personality traits

• Passionate about service and service excellence - with a xe2x80x9cwill do, can doxe2x80x9d attitude | 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.

• Has the ability to challenge decisions and frameworks, but also the ability to accept and implement decisions as instructed from a higher authority, and the ability to work within established frameworks to achieve desired results.

• 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.

• Strong attention to detail.

• Honesty and integrity | Respect for the confidentiality of our Clientsxe2x80x99 and Momentum Metropolitanxe2x80x99s affairs.

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

• 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.

Duties & Responsibilities

Operational | Day-to-day legendary service delivery | 80% of time focus

Enable legendary service delivery of the highest quality within your area of responsibility Enable legendary service delivery of the highest quality within your area of responsibility:

• With us it is personal and so we will require you to;

• deliver a positive, seamless, and professional customer service during every interaction with our clients 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, always.

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

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

• meet service targets (turn-around times, quality standards, lost call rates, etc.) and exceed client expectations, consistently.

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

• adhere to Client Centric and Treating Customers Fairly Principles.

• Make active daily contributions to help achieve team goals, targets, and successes.

• Support the overall Momentum Investments service team, working together to create a combined centre of excellence.

• Guide your team to follow-up and resolve client enquiries and problems through effective interaction with clients, product specialists, operations areas, and other internal or external staff in a timely and professional manner.

Self-development | Working towards your growth and development | 20% of time focus

• Continuously learn about all our different transactions, processes, procedures, products.

• Take the opportunity to use our self-learning modules and develop your knowledge.

• Use our external training website to upskill and develop yourself .

• Attend all training and assessments run within Momentum.

• Stay abreast of legislation and how it impacts our world.

Competencies

• Business acumen | Understands how the business operates, what the key issues and risks are that drives business success, and how they impact on the commercial viability of potential ventures and the profitability of the Group.

• Client commitment | Anticipates, meets, and exceeds clientxe2x80x99s needs by creating long lasting relationships that support the client value proposition, supports their financial wellness, and ensures client centricity.

• Drive for results | Drive a sense of urgency, focus, accountability, agility, and execution to deliver business results.

• Leads change and innovation | Actively leads change, does what is right for the business and drives continuous improvement through innovation.

• Collaboration | Prioritises the business interests of Momentum Metropolitan and invests in the success of the Group by aligning effort across divisions.

• Impact and influence | Persuade, convinces, influences, and inspires others, both within Momentum Metropolitan and externally to win support, loyalty, and gain commitment to the purpose of the Group.

• Self-awareness and insight | Manage self and relationships with others effectively and provides perspective in difficult situations.

• Diversity and inclusiveness | Are sensitive to individual and cultural similarities and differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.

• Excellent written and verbal communication.

• Strong Presentation/public speaking skills great people management and interaction skills.

• Strategic, consultative approach to clients with the ability to understand their needs, create meaningful solutions and set proper expectations.

• A team player who can work effectively with multiple teams to oversee the digital success.

• Self-starter with strong time management and planning skills.

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