Full Job Description
Introduction: Empowering Financial Futures and Life Aspirations
At the heart of our mission lies a steadfast commitment to empowering individuals and businesses alike to achieve their most ambitious financial goals and realize their deepest life aspirations. This commitment is brought to life through our diverse portfolio of client-facing brands, prominently featuring the Momentum Group. Within this dynamic group, we offer a comprehensive suite of solutions, including our innovative Multiply program, a cutting-edge wellness and rewards initiative designed to encourage healthier lifestyles and provide tangible benefits. Beyond Momentum, our esteemed specialist brands, such as Guardrisk – a leader in niche insurance solutions – and the Eris Property Group – a cornerstone in property development and management – collectively contribute to our holistic approach. Together, these entities serve a broad spectrum of clients, from individuals navigating their personal financial journeys to businesses seeking robust solutions, across all walks of life. Our core purpose is multifaceted: we diligently help individuals cultivate and grow their savings, meticulously protect what is most valuable to them through tailored insurance products, and strategically invest for a prosperous future. Furthermore, we extend our expertise to companies and organizations, enabling them to genuinely care for their most valuable assets – their employees and members – through bespoke benefit programs and reward structures.
Disclaimer: Your Assurance of Authenticity
As a prospective applicant, your trust and confidence in our recruitment process are paramount. We strongly urge you to take a proactive step in ensuring the legitimacy and authenticity of this job advertisement. Before proceeding with your application, please diligently verify the details of this advert by cross-referencing it with the official listings on our company’s dedicated career page. This precautionary measure safeguards against potential misinformation and ensures you are applying for a genuine opportunity within our organization.
Role Purpose: The Client Service Champion
This pivotal role is designed for an individual who is passionate about delivering unparalleled professional service and acting as a primary point of contact for our valued clients. As a Client Service Champion, you will be instrumental in fostering positive client relationships across a multitude of servicing channels. This includes expertly handling a high volume of inbound calls, responding promptly and thoroughly to emails, and providing welcoming and efficient service for walk-in interactions, among other potential communication avenues. Your core responsibility will be to meticulously address client needs, proactively alleviate their concerns, and effectively resolve any complaints that may arise. All interactions must be conducted with the utmost professionalism and efficiency, strictly adhering to pre-established Service Level Agreements (SLAs), which define our commitment to response times and resolution quality. Furthermore, an unwavering dedication to legislative and compliance requirements is essential, ensuring all client interactions are conducted ethically, transparently, and in full accordance with relevant regulations.
Requirements: Foundational Skills for Success
To excel in this dynamic and client-centric role, candidates should possess the following key qualifications:
- Educational Foundation: A minimum of a Grade 12 certificate or its equivalent is required, demonstrating a solid educational background.
- Experience in Service Excellence: While not strictly mandatory, a strong preference will be given to candidates with 2-3 years of proven experience in a call centre or client service environment. This experience should showcase a track record of successfully managing client interactions, resolving queries, and contributing to overall client satisfaction.
- Industry Acumen: Exposure to, and familiarity with, the intricacies of the medical aid and/or health industry will be a significant advantage. This includes an understanding of medical aid schemes, health insurance products, and the regulatory landscape governing this sector.
- Multilingual Proficiency: Exceptional communication skills are critical. Candidates must demonstrate proficiency in English, Afrikaans, and Nguni languages, encompassing both spoken, written, and verbal comprehension and expression. The ability to switch seamlessly between these languages will be invaluable in serving our diverse client base.
- Technological Fluency: A solid working knowledge of MS Office proficiency is essential, including competence in Word, Excel, Outlook, and other relevant applications used for communication, data management, and record-keeping.
Duties & Responsibilities: Driving Operational Excellence and Client Satisfaction
INTERNAL PROCESS: Ensuring Seamless Operations and Exemplary Service
Within the framework of our internal processes, your contributions will be crucial in maintaining high operational standards and delivering consistent client satisfaction:
- Professional Client Engagement: You will be responsible for engaging with both direct clients and our valued intermediaries in a consistently professional and empathetic manner. The primary objective is to diligently resolve all client queries and concerns within the stipulated Service Level Agreement (SLA) parameters and adhere to our rigorous internal quality standards. This includes active listening, clear communication, and the ability to de-escalate potentially challenging situations with grace and efficiency.
- Ownership of Complaints: A key aspect of this role is taking full ownership of client complaints from initial receipt through to their complete resolution. This involves meticulous tracking, proactive communication with all relevant internal stakeholders, and ensuring that each complaint is resolved timeously and effectively, often exceeding client expectations. The goal is not just to close a complaint, but to transform a negative experience into an opportunity to rebuild trust and reinforce client loyalty.
- Information and Documentation Provision: You will play a vital role in providing clients with accurate, relevant, and comprehensive information and documentation as required. This must always be in strict alignment with our established policy guidelines and internal procedures, ensuring transparency and adherence to regulatory frameworks. This includes explaining complex policy terms, providing application forms, and clarifying benefit structures, all while maintaining a high level of accuracy and clarity.
Core Administrative and Operational Responsibilities:
The role necessitates a meticulous approach to data management and system integrity. This involves not only receiving client-provided data but also diligently processing and updating client information across all relevant internal systems. This includes, but is not limited to, CRM platforms, billing systems, and customer support databases, ensuring absolute accuracy and consistency of records at all times. Beyond data entry, a critical component of this role is the accurate and timely completion of all administrative and reporting requirements. This encompasses generating routine reports, compiling performance metrics, and fulfilling any necessary compliance documentation, all strictly within agreed-upon deadlines and according to established departmental protocols. Adherence to legislative and compliance requirements is paramount throughout the entire service process. This includes staying abreast of industry regulations, internal policies, and legal stipulations, ensuring that all interactions and operations are conducted ethically, transparently, and in full compliance with the law. Furthermore, this role plays a proactive part in continuous improvement by actively identifying and reporting any process or system failures. This extends to suggesting potential enhancements that could significantly improve the overall client experience, streamline workflows, and boost operational efficiency.
Client Interaction and Service Excellence:
A cornerstone of this position is the unwavering commitment to exceptional client service. This begins with the thorough investigation of all client queries, diligently working within agreed-upon service level agreements to ensure that resolutions are sought and provided in a timely manner. Crucially, the incumbent is responsible for ensuring that the client receives prompt and comprehensive feedback throughout the investigation process, managing expectations and maintaining transparency. Should a query necessitate specialized knowledge or intervention, the role involves effectively escalating client queries to the relevant internal department or external stakeholder, ensuring a seamless handover and continued pursuit of resolution. Beyond query resolution, the role demands the provision of accurate, comprehensive, and insightful information and advice to both clients and internal/external stakeholders. This is vital to ensuring that clients receive the appropriate after-sales services, understanding their entitlements, and making informed decisions regarding their products or services. Regular and detailed reports on the delivery of services against agreed service level agreements are a key responsibility. These reports not only track performance but also measure success against overall customer targets, providing valuable insights into service efficacy and areas for improvement.
Strategic Relationship Management and Continuous Improvement:
This role extends beyond transactional interactions, requiring the provision of authoritative expertise and advice to clients and stakeholders. This involves leveraging deep product knowledge, industry understanding, and problem-solving skills to offer valuable guidance and solutions. Building and maintaining strong, enduring relationships with both clients and internal and external stakeholders is a fundamental aspect of the position. This involves fostering trust, demonstrating reliability, and acting as a consistent point of contact. The incumbent is directly responsible for delivering on all service level agreements made with clients and internal and external stakeholders. This commitment ensures that client expectations are consistently met, and where possible, exceeded, contributing to overall client satisfaction and loyalty. Furthermore, the role actively participates in continuous improvement initiatives by making insightful recommendations to enhance client service and ensure the fair treatment of all clients within their area of responsibility. This involves identifying systemic issues, suggesting policy adjustments, or proposing new service offerings. Finally, the role actively participates in and contributes to cultivating a positive and rewarding organizational culture. This involves fostering an environment that prioritizes strong relationships, encourages constructive feedback, and consistently strives to provide an exceptional and memorable client service experience for every individual.
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