Service Consultant at Momentum

Role Purpose

Provide immediate support to brokers/ planners/ financial advisors via call and correspondence.

Requirements

• Matric
• Relevant industry qualification would be an advantage
• 3-5 years' experience in a customer service environment is essential
• Excellent Networking Skills is essential
• Good understanding of the intermediary/broker industry (specific to Health)
• Good understanding of the medical scheme industry and regulations
• Knowledge of Oracle platform and Momentum health products is essential
• Experience in corporate relations, Broker relations and customer services is essential

Duties & Responsibilities

• Front-line external consultation between groups, brokers, and Schemes.
• Ensuring the companies are updated in terms of Medical Schemes Act, Scheme rules, and related legislation - Assisting online companies with data input and the Web usage
• Upskilling of staff
• Responsible for problem-solving at all levels
• Written and verbal communication at both executive and member level
• Management of relationships with brokers to ensure optimal service delivery to broker clients
• Relationships with key clients is positive and productive
• Relationships with brokers is positive and productive
• Ensuring queries and problems are resolved accurately and timeously
• Training needs of clients are identified and addressed
• The year-end process runs smoothly and is facilitated to ensure that clients are
• Fully aware of all changes and options available to them
• To build relationships and to provide a consistent one-stop service to all stakeholders
• Identify risks to the company and escalate accordingly
• Engage in effective communication and delivery according to Service Level Agreements
• Obtain and maintain a broad product knowledge in order to effectively and accurately respond to customer queries
• Ensure Service Level Agreements are met and exceeded
• Deal promptly with client requests in a competent, efficient, and professional manner
• Handling high-level unresolved queries/disputes from brokers
• Ensure that the appropriate recovery measures and plans are implemented to handle broker escalations.
• Liaising with the departments that do not meet the standards of service as laid down in Scheme service level agreements.
• Ensuring that the recommended corrective measure to the defaulting departments does take place.
• Identify areas where training is required to improve service levels.
• Identify process and system shortfalls in order to improve efficiencies.
• Building and maintaining relationships with QA, & leaders of the various business units.
• Ensuring that broker feedback on queries received via Social Media and the business is responded to within agreed SLA.

Competencies

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