Service Specialist (Temporary) at Momentum Metropolitan Holdings Limited

Role Purpose    

• Workflow: Accurately monitor, report, resolve, respond/index (where needed) all Investment related queries and requests received via Vitel (for [email protected]) on a daily basis within agreed timeframes and service levels in order to provide an excellent, world class client experience/WOW experience.

Requirements    

• Matric/Grade 12
• Relevant investments or wealth (LISP) qualification
• 3 - 5 years’ experience in a contact centre or in the investment or financial service industry
• Computer Literacy – specifically Microsoft excel
• Wealth systems knowledge
• Wealth process knowledge
• Wealth product knowledge
• Familiar with the Wealth dashboard report

Duties & Responsibilities    

• Effectively communicate with teams within RISO to manage and report on inflow of the work items daily;
• Effectively communicate with clients through various communication channels in a professional manner.
• Thoroughly check client data in order to ensure accuracy of all client information.
• Resolve queries timeously to meet daily business targets and provide exceptional client service.
• Timeously send all escalated queries to the respective Service Manager to escalate the matter to the Escalations team
• Build effective relationships with all relevant stakeholders in order to provide constructive feedback on complaints raised
• Diligently follow up with clients telephonically and provide feedback on a regular basis (keep in the loop, manage expectations) – internal and external
• Maintain a high quality standard of work at all times
• Maintain client confidentiality at all times  to mitigate any reputational risk
• Timeously refer any transaction to be processed by another team within SLA
• Accurately process financial instructions through active engagement with clients, within the quality and SLA standards.
• Be a Subject Matter Expert on product solutions, systems and across various platforms to be able to provide an efficient and effective client experience.
• Collaborate with team members to ensure efficient query resolution
• Show good corporate citizenship by getting involved in assisting other teams where and when needed, and take an interest in various team initiatives.
• Keep abreast of all industry and business trends as well as legislation in order to consistently meet all compliance and regulatory standards.

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 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 business and drives continuous improvement through innovation.
• Collaboration | Prioritises the business interests of Momentum Metropolitan and invests in the success of the Group by aligning effort across divisions.
• Impact and influence | Persuades, convinces, influences, and inspires others, both within Momentum Metropolitan and externally to win support, loyalty, and gain commitment to the purpose of the Group.
• Self-awareness and insight | Manage self and relationships with others effectively and provides perspective in difficult situations.
• Diversity and inclusiveness | Is sensitive to individual and cultural similarities and differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.