Digital Service Senior Consultant - Cape Town at Momentum Metropolitan Holdings Limited

Role Purpose    

• Process, investigate and resolve service enquiries, handle escalations and level 1 complaints in line with level of authority. Identify root causes of service breakdowns and provide input to improve processes.       

Requirements    

• Matric or NQF Level 4 qualification equivalent
• 3-5 years client service experience within an insurance or financial services environment
• Experience handling Part and Full Surrenders, Maturity and Early Retirement claims
• Ability to handle escalated L1 complaints
• Excellent verbal and written communication
• Working knowledge of Insurance Products, Insurance Law, Compliance, Pension Funds Act and Income Tax Act
• Knowledge and understanding of Social Media platforms in the context of service within the Digital Service landscape

Duties & Responsibilities    
Internal Process:

• Process ALL service requests across ALL product lines and systems including via WhatsApp, Web, Facebook, Instagram, Twitter and LinkedIn
• Process queries accurately and limit errors to be reflected on the error log
• Handle escalations and ALL level 1 complaints across all product lines from all stakeholders
• Handle queries at point of contact and keep clients informed should there be delays
• Where applicable, authorization of financial transactions
• Review complaint and determine if the decision made was in line with the terms and conditions of the policy contract, company policy and client centricity
• Respond to queries, by providing simple plain language explanations and include supporting documents, and calculations to justify decisions taken
• Manage turnaround times to meet stakeholder expectations

Client Services:

• Investigate client queries within the agreed service level and ensure that client receives timeous feedback
• Shows empathy for others and a willingness to go the extra mile
• Ensure that the client remains informed throughout the process of investigation - manage client expectations
• Build and maintain relationships with clients and internal and external stakeholders
• Deliver 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
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery
• Contribute to the process of developing client service standards to ensure clients receive clear and accurate information and are kept always informed

People:

• Develop and maintain productive and collaborative working relationships with peers and stakeholders
• Display a positive attitude and a passion to serve others
• Positively influence and participate in change initiatives
• Embrace the culture and way of work of organisation
• 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 career development

Finance:

• Contribute to the financial planning process within area
• Identify solutions to enhance cost effectiveness and increase operational efficiency
• Manage financial and other company resources under your control with due respect
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
• Contribute to managing the Ombudsman account by responding within agreed turnaround time

Competencies    

• Business Acumen: Understands how the business operates, what the key issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the Group
• Client/ Stakeholder Commitment: 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 for Results: Drive a sense of urgency, focus, accountability, agility, and execution to deliver business results
• Leads Change and Innovation: Actively leads change, does what is right for the client (business) and drives continuous improvement through innovation
• Collaboration: Prioritises the business interests of MMI and invests in the success of the group by aligning effort across divisions
• Impact and Influence: Persuades, convinces, influences, and inspires others, both within MMI and externally to win support, loyalty and gain commitment to the purpose of MMI
• Self-Awareness and Insight: Manages self and relationships with others effectively, deals with ambiguity, uncertainty, and pressure, and provides perspective in difficult situations 
• Diversity and Inclusiveness: Is sensitive to individual and cultural differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned