Executive Service Consultant x4

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

To deliver professional and efficient Service Centre services particularly to VIP members and staff; and the wider general call centre when required to.

Requirements

• Matric
• Excellent literacy, numeracy and communication skills
• Excellent business communication abilities and capabilities
• Good customer service skills
• Excellent general industry knowledge and excellent Momentum Health systems and processes knowledge (extensive product and system knowledge) would bean advantage
• Must be able to pass apply and demonstrate knowledge of the healthcare environment
• Excellent command of written communications (drafting of letters and responding to emails)
• Minimum of 2 to 3 years client service experience
• Passionate about driving a high performance culture
• Technical specialist and subject knowledge expert in field
• Ability to manage and drive change
• Knowledge of organizational systems and processes
• Fluency in English.
• Proficiency in Afrikaans would be an advantage
• Knowledge of Momentum Health is essential
• Knowledge of Oracle System would be an advantage
• Correspondence experience would be an advantage

Duties & Responsibilities

• Liaising with other departments to resolve queries
• Recording all queries and interactions with customers onto the workflow system
• Resolving all fax, email and telephonic queries received
• Process and resolve management escalations/complaints
• Competencies
• Linkedln Dashboard
• On the floor and direct support tocall centre staff
• Reporting and data analysis
• High quality and service output
• To play a role in the onboarding and induction process of new employees
• To provide on-the-job training inspecific tasks required for the job
• To identify performance gaps and training requirements and to feed these back to L&D for further training interventions.
• Maintenance and management of the membership data-base.
• Liaise with other departments regarding the acceptance of new business, terminations and the activation proces

Competencies

• Display a sense of urgency and meticulous attention to detail
• Ability to multi-task and capability to manage those tasks
• Good interpersonal skills
• Exceptional time management
• Ability to adapt to the environment and show resilience and manage the process of change
• Efficiency, accuracy and self-efficacy
• Excellent team player
• Excellent communication skills Provision of all information to callers, pertaining to all aspects of all schemes
• Target orientated
• Pro-active
• Good telephone etiquette
• Robust stress resistantpersonality and a high tolerance for a stressful environment