Telephonic & Digital Retirement Benefits Counselor at Momentum

Role Purpose

To deliver an elevated level of counselling service to Momentum Corporate Clients. This includes members, employers and financial adviser. This role aims to provide information regarding withdrawal and retirement benefits as required by the Pension Funds Act new regulations, commonly known as the Default Regulations. The counsellors can also provide general fund related information and details of other options available to members.

Requirements

• Relevant business degree.
• FSB recognised qualification or credits pertaining to the date of first appointment in the financial services industry, listed on the most recently published Board notice as published for recognised qualification by the FSB.
• First Level Regulatory Exam for Representatives passed pertaining to the date of first appointment in the financial industry.
• 2 -5 years' experience in sales in a financial services environment.
• Knowledge of annuities, preservation and investment products.
• Passion for personal financial planning and financial wellness is a prerequisite.
• Excellent verbal and written communication skills essential.
• Additional professional qualifications such as CFP will be a distinct advantage.
• Multilingual will be an advantage.

Duties & Responsibilities

• To provide a benefit counselling service to Momentum Corporate clients and financial advisers telephonically and via written correspondence. Written correspondence will mainly be through web and whatsapp chat.
• Manage call center and chatbot activity
• Discussion of all default fund strategies and any other options available to members of the fund.
• Assisting clients with process information and quotes.
• Assisting clients with the tracking and follow up of transactions in progress.
• Assisting client with general personal finance queries.
• Responding to queries regarding investment performance.
• Clarifying and explaining the fund's investment approach and philosophy.
• Clarifying and explaining the fund's investment preservation and annuity strategy and philosophy.
• Accurately record keeping through service-related administrative tasks.
• To play a key role in the stewardship of positive client relationships and the retention of clients.
• Follow up on leads within required turn-around time in order to ensure that the client has an excellent experience.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Investigate client queries within the agreed service levels and ensure that clients receive timeous feedback whilst escalating client queries to the relevant department or stakeholder as necessary.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• Through honesty, trust and respect provide authoritative and expertise to clients and stakeholders.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Ensure technical product and legislative knowledge is always current in order to propose the most relevant and innovative client solutions whilst complying with governance requirements.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
• Prepare, interpret and present client financial performance and other relevant information so enhance client understanding and facilitate decision-making.

Competencies

• Business acumen
• Client-focused
• Teamwork
• Strong verbal and written communication skills
• Attention to detail
• Analytical thinking
• Ability to deal with complexity