Service Specialist (Temp) at Momentum Metropolitan Holdings Limited

Requirements

• Minimum of 3-5 years of practical experience in the Investment, Insurance, and Financial Services industry with strong client service skills.
• Experience in an investment service environment, building relationships, facilitating business growth, and more is a significant advantage.
• Having hands-on experience in handling Section 14 and 37 transfers, death claims, unit transfers, and retirement income reviews will provide a significant advantage.
• Knowledge and experience with digital tools is a plus.
• Tech-savvy with troubleshooting skills and a knack for finding solutions.
• Familiarity with industry legislation (e.g., POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS) is beneficial.
• Minimum education: Grade 12 with Math and/or Accounting.
• A degree in B. Com Finance/Investments or related field is advantageous.
• Knowledge of Momentum Investments products, processes, and systems is a plus.
• Strong computer skills, quick to learn new systems confidently.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and Teams) at an intermediate level, with advanced dual-screen navigation and typing skills.
• Knowledge – Will be an advantage
• In-depth knowledge of the financial services industry.
• Understanding of client service policies, procedures, and processes.
• Familiarity with business-related rules and regulations.
• Awareness of relevant regulatory and compliance requirements.
• Understanding of call and service center operations.
• Knowledge of relevant products.
• Familiarity with complaints handling processes and procedures.

Duties & Responsibilities

As a Service Specialist within the Benefit and Claim Support team you will:

• Handle Section 14 Transfers (in and out) by preparing legal documents like Form H and J.
• Manage and process Section 37 Transfers (in and out) by drafting legal documents, including Form A, ROTs, etc.
• Obtain approval from the FSCA when necessary.
• Process Death Claims for both Voluntary and Compulsory products.
• Handle Unit Transfers for both voluntary and compulsory products under Sections 14 and 37.
• Organize and index all Transfers and Estate instructions.
• Communicate with Advisers, clients, and third-party FSPs to address outstanding requirements via phone and email.
• Ensure timely and high-quality completion of tasks, taking personal responsibility for meeting service-level timelines.
• Address and resolve queries and escalations with personalized responses, aiming for first-time resolution to meet diverse client needs.
• Collect and analyze stakeholder data for process and system improvements.
• Monitor daily tasks and keep stakeholders informed of progress.
• Assist with Projects, FSCA, and other Audits as required.

Additional responsibilities:

• Always provide polite and timely customer service with a positive and professional approach.
• Maintain a consistent and exceptional client experience in a fast-paced, high-pressure, and deadline-driven environment.
• Write personalized, considerate responses for client needs, whether through phone calls or emails.
• Ensure strict client confidentiality at all times.
• Accurately capture and process client instructions within set timelines and quality standards and request missing information as needed.
• Ask for and collect any missing information, documents, or signatures following legal, compliance, and product guidelines. Using phone calls is recommended to improve communication and service quality.
• Consistently keeping our clients (FA, administrative staff, and channel partners) informed at every step without any exceptions.
• Help, encourage, and train advisers, their administrative staff, and channel partners in adopting digital tools to boost digital usage.
• Collaborate with stakeholders to identify and solve digital challenges. Resolve any issues hindering the expansion of our digital presence.
• Help the RISO team with different tasks, like processing client instructions, managing transactional indexing, and participating in cleanup projects. Work as a team to reach excellence.
• Follow product, legislative, and compliance procedures consistently.
• Adhere to client-centric and fair treatment principles.
• Take responsibility for managing reputational and financial risk resulting from interactions and instructions from key stakeholders.
• Meet personal daily and monthly targets for production, quality, and client satisfaction.
• Contribute actively to team goals and successes as a collective team member.
• Research, follow up, and resolve client inquiries and problems in a timely and professional manner, keeping all stakeholders informed.
• Contribute to a culture of identifying and suggesting improvements to enhance customer service, reduce costs, improve efficiency, and minimize risks.
• Continuously improve performance, self-development, and knowledge for personal growth.
• Continually enhance expertise in professional, industry, compliance, and legislative knowledge.
• Embody the values of Momentum Metropolitan: Accountability, Diversity, Excellence, Integrity, Innovation, and Teamwork