Client Service Consultant at Momentum Metropolitan Holdings Limited

Role Purpose    

• Render a comprehensive service to clients, processing all the administrative tasks according to agreed standards and turnaround time’s thereby improving client retention and repeat business opportunities.

Requirements    

• Matric or NQF 4 equivalent
• 2-3 years client service administration experience
• Financial services experience

Duties & Responsibilities    

• Accurately capture client information on the relevant system
• Execute client requests within the agreed timeframes, quality standards and legislation.
• Handle all the administrative tasks according to agreed standards and turnaround times.
• Engage with client in a client centricity manner to improve client retention and repeat business activities.
• Resolve client queries and follow up to ensure queries are resolved timeously and effectively.
• Ensuring accurate completion of documentation as per service level agreement in order to meet client needs.
• Effectively utilize client service interactions to improve client retention and repeat business activities.
• Effectively use administration systems to ensure accuracy of documentation.
• Providing effective, efficient and professional service to all our clients and offices, both telephonically and through written correspondence.
• Handling of urgent complex enquiries and requests received telephonically and via email.
• Build and maintain relationships with clients and internal and external stakeholders.
• Contribute to the process of developing client service standards to ensure clients receive clear and accurate information and are kept informed at all times.
• Manage the delivery on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Process the relevant policy transactions per client interaction.
• Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
• Positively influence and manage change and offer specialist support where required.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
• Implement and provide input into governance processes, systems and legislation within area of specialization.
• Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes.
• Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.

Competencies    

• Business Acumen
• Client/Stakeholder Commitment
• Drive for Results
• Diversity and Inclusiveness
• Collaboration
• Impact and Influence
• Self-Awareness and Insight