Job Description

Closing Date 2023/11/20
Reference Number MMH231115-4
Job Title Service Specialist (Temp)
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 (Benefit and Claim Support) will handle precise operational support tasks related to technical transactional processing within RISO. This includes section 14 and 37 transfers, death claims, unit transfers, retirement income reviews, missing documentation requests, and general support for operational and client services.

A strong focus on client experience, efficiency handling, optimisation and offering world class service across multiple platforms to all stakeholders.
Requirements

• Minimum of 3-5 years of practical experience in the Investment, Insurance, and Financial Services industry with strong client service skills.

• Experience in an investment service environment, building relationships, facilitating business growth, and more is a significant advantage.

• Having hands-on experience in handling Section 14 and 37 transfers, death claims, unit transfers, and retirement income reviews will provide a significant advantage.

• Knowledge and experience with digital tools is a plus.

• Tech-savvy with troubleshooting skills and a knack for finding solutions.

• Familiarity with industry legislation (e.g., POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS) is beneficial.

• Minimum education: Grade 12 with Math and/or Accounting.

• A degree in B. Com Finance/Investments or related field is advantageous.

• Knowledge of Momentum Investments products, processes, and systems is a plus.

• Strong computer skills, quick to learn new systems confidently.

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and Teams) at an intermediate level, with advanced dual-screen navigation and typing skills.

Knowledge xe2x80x93 Will be an advantage

• In-depth knowledge of the financial services industry.

• Understanding of client service policies, procedures, and processes.

• Familiarity with business-related rules and regulations.

• Awareness of relevant regulatory and compliance requirements.

• Understanding of call and service center operations.

• Knowledge of relevant products.

• Familiarity with complaints handling processes and procedures.

Duties & Responsibilities

As a Service Specialist within the Benefit and Claim Support team you will:

• Handle Section 14 Transfers (in and out) by preparing legal documents like Form H and J.

• Manage and process Section 37 Transfers (in and out) by drafting legal documents, including Form A, ROTs, etc.

• Obtain approval from the FSCA when necessary.

• Process Death Claims for both Voluntary and Compulsory products.

• Handle Unit Transfers for both voluntary and compulsory products under Sections 14 and 37.

• Organize and index all Transfers and Estate instructions.

• Communicate with Advisers, clients, and third-party FSPs to address outstanding requirements via phone and email.

• Ensure timely and high-quality completion of tasks, taking personal responsibility for meeting service-level timelines.

• Address and resolve queries and escalations with personalized responses, aiming for first-time resolution to meet diverse client needs.

• Collect and analyze stakeholder data for process and system improvements.

• Monitor daily tasks and keep stakeholders informed of progress.

• Assist with Projects, FSCA, and other Audits as required.

Additional responsibilities:

• Always provide polite and timely customer service with a positive and professional approach.

• Maintain a consistent and exceptional client experience in a fast-paced, high-pressure, and deadline-driven environment.

• Write personalized, considerate responses for client needs, whether through phone calls or emails.

• Ensure strict client confidentiality at all times.

• Accurately capture and process client instructions within set timelines and quality standards and request missing information as needed.

• Ask for and collect any missing information, documents, or signatures following legal, compliance, and product guidelines. Using phone calls is recommended to improve communication and service quality.

• Consistently keeping our clients (FA, administrative staff, and channel partners) informed at every step without any exceptions.

• Help, encourage, and train advisers, their administrative staff, and channel partners in adopting digital tools to boost digital usage.

• Collaborate with stakeholders to identify and solve digital challenges. Resolve any issues hindering the expansion of our digital presence.

• Help the RISO team with different tasks, like processing client instructions, managing transactional indexing, and participating in cleanup projects. Work as a team to reach excellence.

• Follow product, legislative, and compliance procedures consistently.

• Adhere to client-centric and fair treatment principles.

• Take responsibility for managing reputational and financial risk resulting from interactions and instructions from key stakeholders.

• Meet personal daily and monthly targets for production, quality, and client satisfaction.

• Contribute actively to team goals and successes as a collective team member.

• Research, follow up, and resolve client inquiries and problems in a timely and professional manner, keeping all stakeholders informed.

• Contribute to a culture of identifying and suggesting improvements to enhance customer service, reduce costs, improve efficiency, and minimize risks.

• Continuously improve performance, self-development, and knowledge for personal growth.

• Continually enhance expertise in professional, industry, compliance, and legislative knowledge.

• Embody the values of Momentum Metropolitan: Accountability, Diversity, Excellence, Integrity, Innovation, and Teamwork

Competencies

• Enthusiastic about excellent service, with a "can-do" attitude, inspiring others to excel in their tasks and interactions.

• Skilled in working with and helping people, collaborates effectively in teams, and demonstrates care for others.

• Can work well both independently and as part of a team, with or without supervision.

• Establishes strong relationships with clients and colleagues, networks effectively, and relates to individuals at all levels.

• Highly organized, professional, efficient, and adept at time management.

• Has a keen eye for detail and consistently delivers high-quality work.

• Upholds honesty, integrity, and respects the confidentiality of clients' and the organization's affairs.

• Demonstrates resilience and adaptability, overcoming obstacles and delivering results in stressful situations.

• Adheres to ethical principles and values, acts with integrity, and embraces diversity.

• Communicates information clearly and confidently, both in speech and writing.

• Analyzes data, including numerical and verbal information, breaks it down into components, seeks further information, and generates practical 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