Client Retention Specialist

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 the 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

Implementing and contributing to the Momentum Life Digital Retention strategy through proactively creating and maintaining efficiencies in the client’s journey to ensure retention of clients.

Requirements

• Matric
• BCom or industry related degree essential
• 3 – 5 years' experience in financial services
• Myriad product knowledge (advantageous)
• Dynamics 365 system knowledge (advantageous)
• AS400 / CCF system knowledge (advantageous)

Duties & Responsibilities

• Effectively research and apply behavioural economics techniques to gain understanding on how to improve the retention strategy for Momentum Life digital.
• Maintain the Momentum Life digital client book through reviewing and improving Momentum Life Digital’s client journey to ensure retention of clients.
• Understanding the Momentum Digital lapses and cancellations – e.g. we know that premium collection at inception and the 1st 3 months is a challenge – we need solutions to this (Insights into trends on the lapses and cancellation – implement a solution for it)
• Investigate and implement growth opportunities within the existing Momentum Life Digital client book.
• Provide feedback on the shortfalls of the process and implement a solution for the shortfalls.
• Improve the current client communication to ensure regular engagement and retention of clients within the current portfolio.
• Proactively retain clients before lapses and arrears occur through understanding and gaining insights on client’s
• Manage the ongoing improvement of the current retention operations and strategies to achieve and improve on the current lapse assumptions.
• Implementing and managing the first premium collection process in line with the Digital Financial Planners’ process.
• Continuously delivering effective and consistent client service which supports the client’s needs.
• Answer and provide first time resolution and quality driven responses to all correspondences.
• Implement and manage the cancellation process with all relevant actions (such as exit interviews etc) through understanding the client’s motivation to cancel and to understand how the client can be retained.
• Adhere and contribute to the standard operating procedures when communicating with clients through recording and updating of calls, update query with actions taken.
• All communication to brokers and clients adheres to Momentum Policies and Internal processes adheres to standard department processes.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Develop and maintain productive and collaborative working relationships with colleagues, peers and stakeholders.
• 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 your career development.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.
• Responsibly managing financial and other company resources under your control.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

Competencies

• Business Acumen - Understands how the business operates, what the key issues and risks are that drives business outcomes through the service and administrational tasks.
• Anticipates, meets and exceeds client's needs by creating long lasting relationships that support the client value proposition, supports their financial wellness and ensures client centricity
• Drive a sense of urgency, focus, accountability, agility and execution to deliver business results.
• Actively participates in change, does what is right for the business and drives continuous improvement through innovation.
• Prioritises the business interests of MMH and investing the success of the group by aligning effort across divisions.
• Manages self and relationships with others effectively and provides perspective in difficult situations.
• Is sensitive to individual and cultural similarities and differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.