Service Account Manager MMH250627-2

Role Purpose

As a Service Account Manager (SAM) at Momentum Wealth International (MWI), you will serve as a brand ambassador to our top Financial Advisers. Your primary focus is to drive client loyalty and satisfaction by delivering consistent, world-class service, showing that we care and that with us, investing is personal.

You’ll be responsible for building strong relationships with a panel of Financial Advisers and their admin teams to retain and grow business, positioning Momentum Wealth International as their preferred partner. A key part of your role includes championing digital adoption by partnering with Advisers, their offices, and Channel Partners to drive usage of our digital tools and platforms.

In this fast-paced servicing environment, you’ll manage incoming enquiries and instructions via various channels, process client instructions not yet done digitally, and resolve complex MWI product-related queries — all while ensuring adherence to process, procedure, quality, and turnaround standards.

Some Key Responsibilities Of Your Role Include

• Relationship Management: Build and maintain strong relationships with a portfolio of Advisers and their admin teams to support retention and business growth.
• Exceptional Client Engagement: Deliver personalised, high-quality service in every interaction, reinforcing our commitment to legendary service and our purpose.
• Digital Enablement: Promote and support the use of digital tools, working closely with Adviser offices and Channel Partners to increase efficiency and digital adoption.
• Inquiry and Instruction Handling: Process, manage, evaluate, and respond to enquiries and instructions across multiple channels, ensuring timely and professional service delivery.
• Accurate Processing: Handle non-digital client instructions with precision, following all processes, procedures, turnaround times, and quality benchmarks.
• Complex Query Resolution: Resolve complex Wealth product or process queries efficiently, maintaining trust and satisfaction among Advisers and clients.
  
  

Through these responsibilities, you will play a key role in enhancing the client experience, promoting digital adoption, forging a trusted partnership, and helping secure Momentum Wealth International’s place as the preferred provider for Financial Advisers.

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:
• Minimum of 10 years of hands-on, relevant experience within the broader Investment, Insurance, and Financial Services sectors. Strong track record in delivering high-quality administrative support and client service, with innovative approaches to client engagement. Experience within the LISP environment will be advantageous.
• Practical experience in an international investment service environment will be advantageous.
• Key Account Management:
• Solid experience in an investment service role focused on managing a key account portfolio. This includes building and nurturing strong client relationships, delivering personalised service, simplifying processes to support ease of business, and actively maintaining and growing the account.
• 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 and personal share portfolios.
• 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 and Responsibilities

Client Relationship Management

As a Service Account Manager (SAM) in the Momentum Wealth International Service team, you will be responsible for delivering exceptional service while building and maintaining strong, productive relationships with Financial Advisers and key stakeholders:

• Adviser Portfolio Management: Take full ownership of a dedicated portfolio of Financial Advisers while collaborating closely with the broader MWI service team to ensure consistent, uninterrupted support.
• Thoughtful Communication: Provide personalised, professional responses via phone and email that are tailored to the unique needs of Advisers and their clients.
• Client Engagement: Maintain proactive, clear, and consistent communication with Advisers, their admin teams, and Channel Partners throughout all processes.
• Client Confidentiality: Handle all client information with the utmost confidentiality to uphold trust and data security.
  
  

Service Excellence

• Exceptional Customer Service: Deliver professional, efficient, and positive service in every interaction, ensuring that queries and requests are handled with care and urgency.
• Consistent Client Experience: Ensure consistent, high-quality service experience even in high-pressure, fast-paced, and deadline-driven environments.
• Client-Centric Approach: Apply Client Centric and Treating Customers Fairly (TCF) principles in all engagements, ensuring fairness and transparency.
  
  

Instruction Processing & Operational Efficiency

• Accurate Instruction Processing: Accurately capture and process valid client instructions on the first attempt, meeting or exceeding defined service-level agreements consistently.
• Information Collection: Request and compile necessary documentation in line with legislative, compliance, and risk protocols.
• Problem Resolution: Investigate, follow up, and resolve client enquiries efficiently, engaging relevant stakeholders and ensuring continuous feedback is provided.
• Process Improvement: Participate in service enhancement initiatives to improve client experience, operational efficiency, and risk mitigation.
  
  

Digital Enablement

• Digital Adoption Support: Encourage and guide Advisers and stakeholders in using digital solutions. Identify challenges and work collaboratively to implement improvements, resolve issues, and promote digital engagement.
  
  

Compliance & Risk Management

• Regulatory Adherence: Consistently comply with all product rules, legislation, risk frameworks, and compliance procedures.
• Risk Ownership: Actively manage reputational and financial risks associated with client interactions and instruction processing.
  
  

Teamwork & Collaboration

• Cross-Team Collaboration: Support the Wealth and MWI teams in shared processing responsibilities, contributing to the goal of becoming a centre of excellence.
• Shared Accountability: Work towards team targets and take joint ownership of achieving collective outcomes and service standards.
  
  

Performance & Growth

• Target Achievement: Take responsibility for achieving personal daily and monthly performance goals related to productivity, service quality, and client satisfaction.
• Continuous Learning: Pursue ongoing self-development and stay updated on products, processes, compliance, and industry regulations to strengthen service delivery.
• Professional Development: Commit to building expertise and broadening knowledge to provide informed, value-adding 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.

As an applicant, please verify the legitimacy of this job advert on our company career page.-289468633