Service Consultant: Correspondence x6

Introduction

Through our client-facing brands Momentum Group, 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.

Disclaimer

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

Role Purpose

Provide an effective and efficient service to clients by receiving, evaluating and responding to email correspondence/ telephonic/ electronic/ walk-in enquiries timeously. An important part of this role would be for the service consultant to answer questions and provide solutions to customers accordingly.

Requirements

• Matric
• Minimum 12 months MMS experience is essential - currently working on MMS
• Minimum of 6 months of correspondence experience is essential
• Knowledge of Oracle System (O1) is essential
• Relevant tertiary qualification would be an advantage
• 2 - 3 years of client service experience would be an advantage
• Good understanding of the industry would be an advantage
• Adhoc correspondence experience would be an advantage

Duties & Responsibilities

• Identifying risks to the company and escalating accordingly
• Engaging in effective communication and delivery according to Service Level Agreements
• Maintaining a consistent service delivery to ensure client retention and satisfaction
• Obtaining and maintaining broad product and industry knowledge to respond to customer queries effectively and accurately
• Ensuring Service Level Agreements are met and exceeded at all times
• Providing first-time resolution on queries of a complex nature
• Dealing promptly with client requests in a competent, efficient and professional manner
• Driving and supporting effective teamwork within the department
• Engaging in appropriate training interventions to promote one's own professional development
• Ensuring to demonstrate the company's values daily
• Recording of all queries and interactions with customers onto the workflow system
• To ensure the required turnaround time is met.
• To ensure that all correspondence sent out is of the highest quality

Competencies

• A strong understanding of the medical aid and short-term insurance industry will be advantageous
• Take ownership of all queries and ensure that they are resolved timeously and effectively
• Complete documentation as per departmental guidelines to meet client needs
• Utilise IT systems effectively, to ensure accuracy of documentation
• Adhere to organisational best practice and legislative requirements
• Adhere to policies and procedures and take corrective action where necessary
• Ensure all risks are mitigated and escalated where necessary
• Ability to provide quality written feedback to clients on queries raised via email, fax or post