Service Specialist

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

The Service Specialist (Benefit & Claim Support) will be responsible for providing accurate and efficient administrative support for technical transactional processes within Momentum Wealth. This includes, but is not limited to, handling Section 14 and 37 transfers, processing death claims, unit transfers, retirement income reviews, and following up on outstanding documentation and information. The role also involves offering general support to both the operational and client service teams.

You will reflect our belief that investing is personal by demonstrating genuine care for our clients and their individual needs.

Requirements

• Qualifications:
• Grade 12 certificate (mandatory)
• Bachelor of Commerce degree in Finance, Investments, or a related field (advantageous)

• Experience:
• Investment Service Experience:
• A minimum of 3 to 5 years of hands-on, relevant experience within the Momentum Investments service environment.
• Exposure to the four functional areas — Wealth, MWI, MCI, and Annuities — will be advantageous.
• Industry-specific Experience:
• Proven experience in handling complex transactional processes, including Section 14 and 37 transfers, death claims, unit transfers, and retirement income reviews.
• Recognised for delivering high-quality administrative support and providing innovative, client-centric service.
• Prior involvement in the investment industry, particularly within a LISP environment, will be beneficial.
• Digital Proficiency:
• Strong working knowledge of digital tools and platforms used in service delivery, with a demonstrated ability to enhance the client experience through technology.
• Comfortable troubleshooting technical issues and applying digital solutions effectively to streamline processes.
• Adaptability & Learning Agility:
• Proven ability to rapidly understand and adapt to new systems, processes, and tools with confidence and ease.
• Displays a growth mindset and a readiness to take on new challenges in a dynamic environment.

• Knowledge:
• Financial Services Industry Insight:
• Strong understanding of the financial services landscape, with awareness of prevailing trends, challenges, and emerging opportunities.
• Investment Product Expertise:
• Extensive knowledge of a broad range of investment products, including their features, advantages, and associated risks.
• Well-versed in unit trusts, ETFs, structured products, personal share portfolios, living annuities, and retirement annuities.
• Momentum Wealth Product Familiarity:
• Thorough understanding of Momentum Wealth's product offerings, with the ability to align solutions to meet specific client needs. (Advantageous)
• Operational Processes and Procedures:
• Solid grasp of core business processes and procedures within a financial services environment, contributing to efficient and compliant service delivery.
• Client Complaint Resolution:
• Familiarity with complaints management protocols, including escalation procedures, documentation standards, and effective resolution approaches to maintain client trust.
• Regulatory & Compliance Awareness:
• Well-versed in regulatory requirements and compliance obligations within the financial sector, with a comprehensive understanding of key legislation including the Protection of Personal Information Act (POPIA), General Data Protection Regulation (GDPR), Treating Customers Fairly (TCF), Financial Intelligence Centre Act (FICAA), Know Your Customer (KYC), Anti-Money Laundering (AML), Foreign Account Tax Compliance Act (FATCA), Common Reporting Standard (CRS), and the Financial Advisory and Intermediary Services Act (FAIS).
• Technical & Computer Proficiency:
• Advanced navigation skills in dual-screen environments and strong typing capabilities.
• Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and Teams at an advanced level.
  

Duties & Responsibilities

As a Service Specialist (Benefit and Claim Support) in the Momentum Wealth Technical Support Service team, your role focuses on delivering excellent service and building strong relationships with clients and internal teams. Your key responsibilities include:

Core Operational Responsibilities:

• Transfer Instruction Management: Index and manage all incoming transfer instructions.
• Section 14 Transfers: Process transfers in and out, including the drafting of legal documentation (e.g., Form H, Form J).
• Section 37 Transfers: Process transfers in and out, including drafting of legal documentation (e.g., Form A, ROTs).
• FSCA Submissions: Request and manage FSCA approvals where applicable.
• Unit Transfers: Process unit transfers for both voluntary and compulsory products related to Section 14 and 37.
• FSP Liaison: Engage with third-party FSPs via phone and email to resolve outstanding requirements.
• Audit & Project Support: Assist with internal service initiatives, FSCA-related activities, and external audits as needed.
  
  

Service Delivery & Client Experience:

• Customer Service Excellence: Provide seamless, timely, and professional client service in every interaction. Take ownership of service-level timelines and the quality of all work queues.
• Consistent Client Experience: Deliver a consistent and personalised experience, even in high-pressure and deadline-driven situations. Aim for first-time resolution on all escalations.
• Client Communication: Keep the service team updated throughout the instruction or claim process to ensure full visibility.
  
  

Processing Accuracy & Documentation:

• Instruction Processing: Capture and process all valid client instructions accurately the first time, in line with service standards.
• Information Collection: Request, follow up, and gather required information and documents while strictly adhering to risk, compliance, and legal requirements.
  
  

Compliance & Risk:

• Regulatory Adherence: Follow all product, legal, risk, and compliance procedures consistently.
• Risk Ownership: Take full accountability for managing reputational and financial risks related to all client interactions and processing tasks.
• Client-Centric Conduct: Apply Treating Customers Fairly (TCF) and client-centric principles in all actions to ensure transparency and fairness.
  
  

Performance & Contribution:

• Target Achievement: Take responsibility for achieving daily and monthly production, quality, and service delivery targets.
• Team Delivery: Collaborate and contribute toward team goals and joint responsibilities, supporting the collective success of the Wealth service team.
  
  

Digital & Process Improvement:

• Digital Support: Collect and analyse data to identify areas for system and process improvements.
• Digital Troubleshooting: Work with stakeholders to resolve challenges and improve adoption of digital tools and platforms.
  
  

Problem Solving & Resolution:

• Issue Management: Research, follow up, and resolve client issues by involving the right stakeholders and providing ongoing feedback until resolution is achieved.
  
  

Growth & Development:

• Continuous Learning: Take initiative to improve your knowledge and skills through self-development.
• Expertise Building: Deepen your understanding of products, systems, compliance, and legislation to provide high-quality, informed service.
  
  

Values & Behaviour:

• Momentum Group Values: Demonstrate and promote the organisation’s core values—Accountability, Diversity, Excellence, Integrity, Innovation, and Teamwork—in every aspect of your role.
  
  

By fulfilling these responsibilities, you’ll help Momentum Wealth deliver excellent service, build lasting client trust, and contribute to both your team’s success and your own professional growth.

Competencies

To succeed as a Service Specialist at Momentum Wealth, the following key skills and behaviours are important:

• Service Mindset: Shows a genuine passion for helping others and always aims to deliver excellent service. Has a positive, can-do attitude that motivates others.
• Teamwork and Collaboration: Works well with colleagues and stakeholders. Builds strong relationships and contributes to a supportive team environment.
• Proactive and Adaptable: Takes initiative to offer personalised service and easily adjusts to change, seeing it as a chance to learn and grow.
• Independent and Collaborative: Comfortable working on tasks alone or as part of a team, and knows when to ask for help or take the lead.
• Relationship Building: Builds strong, professional relationships with people at all levels, both inside and outside the organisation.
• Good Organisation: Stays organised, works efficiently, and manages time well to meet deadlines and priorities.
• Detail-Oriented: Pays close attention to detail to ensure work is accurate and of high quality, which helps build trust with clients.
• Honest and Trustworthy: Acts with honesty and integrity, always respecting client confidentiality and upholding the values of the business.
• Resilient and Determined: Stays focused and productive, even when facing challenges or pressure.
• Ethical and Values-Driven: Follows company values and ethical standards, treating everyone with respect and promoting inclusion.
• Clear Communication: Communicates clearly and confidently, both in writing and speaking, and shares information in a helpful, respectful way.
• Analytical Thinking: Can work through data and information to solve problems, ask the right questions, and come up with practical solutions.
  
  

Together, these qualities help ensure excellent client service, support a strong team culture, and contribute to the overall success of Momentum Wealth.

To succeed as a Service Specialist at Momentum Wealth, the following key skills and behaviours are important:

• Service Mindset: Shows a genuine passion for helping others and always aims to deliver excellent service. Has a positive, can-do attitude that motivates others.
• Teamwork and Collaboration: Works well with colleagues and stakeholders. Builds strong relationships and contributes to a supportive team environment.
• Proactive and Adaptable: Takes initiative to offer personalised service and easily adjusts to change, seeing it as a chance to learn and grow.
• Independent and Collaborative: Comfortable working on tasks alone or as part of a team, and knows when to ask for help or take the lead.
• Relationship Building: Builds strong, professional relationships with people at all levels, both inside and outside the organisation.
• Good Organisation: Stays organised, works efficiently, and manages time well to meet deadlines and priorities.
• Detail-Oriented: Pays close attention to detail to ensure work is accurate and of high quality, which helps build trust with clients.
• Honest and Trustworthy: Acts with honesty and integrity, always respecting client confidentiality and upholding the values of the business.
• Resilient and Determined: Stays focused and productive, even when facing challenges or pressure.
• Ethical and Values-Driven: Follows company values and ethical standards, treating everyone with respect and promoting inclusion.
• Clear Communication: Communicates clearly and confidently, both in writing and speaking, and shares information in a helpful, respectful way.
• Analytical Thinking: Can work through data and information to solve problems, ask the right questions, and come up with practical solutions.
  
  

Together, these qualities help ensure excellent client service, support a strong team culture, and contribute to the overall success of Momentum Wealth.