Client Service Administrator

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

To provide effective and efficient service to clients by receiving, evaluating and timeously responding to telephonic/electronic enquiries

Requirements

• Matric or relevant qualification
• Exposure to the insurance or financial services industry
• 2 years relevant experience in client servicing environment
• Microsoft Office Suite (Word, Excel)
• Employee Benefits experience (advantageous)
  
  

Duties & Responsibilities

The incumbent will be co-responsible for the following:

• Answering calls from members and service providers to confirm benefits and assist with queries.
• Provide a first call resolution for resolving member and service provider queries.
• Ensure that documentation is completed accurately and correctly as per departmental guidelines in order to meet client needs.
• Effectively utilise IT systems to ensure accuracy of documentation.
• Adhere to policies and procedures and take corrective actions where necessary.
• Ensure all risks are mitigated and escalated where necessary.
• Provide excellent service to clients and stake holders to ensure client retention and satisfaction.
• Keep abreast of MMH product changes in order to effectively and accurately assist with client queries.
• Ensure Service Level Agreements are met and exceeded.
• Deal promptly with client requests in a competent, efficient and professional manner.
• Collaborate and partner with team members in order to drive and support effective teamwork.
• Display and live the MMH values when dealing with clients, stakeholders and members
  
  

INTERNAL PROCESS

• Capture data accurately on relevant systems according to Service Level Agreements.
• Provide relevant information and documentation as requested, in line with relevant guidelines.
• File and maintain all relevant documentation, enabling ease of access by team members.
• Accurately complete all administrative and reporting requirements within agreed timeframes
  
  

CLIENT

• Provide authoritative expertise to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
  
  

PEOPLE

• Develop and maintain productive and collaborative working 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 for driving career development
  
  

FINANCE

• 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

• Planning and organising
• Accountability
• Customer orientation
• Attention to detail
• Good Communication skills
• Good attention to detail
• Interpersonal skills
• Time management skills