Jobs at Momentum Metropolitan Holdings Limited

Role Purpose    

• To provide clerical and administrative services to ensure efficient, timely and accurate billing to policyholders in individual and corporate schemes.

Requirements    

• Matric
• Office administration or bookkeeping qualification (certificate / diploma)
• At least 2 years’ premium administration or basic bookkeeping experience
• At least 2 years' MS Office experience (Outlook, Word, Excel)

Duties & Responsibilities    

• Processing of policy termination instructions from members and corporates within 2 working days of receipt
• Identifying premium payments and assigning them for allocation
• Allocating of such payments to and reconciling the payment against, the relevant corporate’s membership detail on Magpi by the communicated deadline date
• Once each reconciliation is complete, immediately sending of billing statement to respective corporate client
• Performing credit control activities by regularly following up on outstanding premiums from corporate clients and timeously liaising with the appointed broker where necessary
• Reporting to the Premiums Manager on a regular basis in respect of inter alia premiums not received, unallocated deposits, reconciliation status, etc.
• Where required, processing of debit order application forms within 2 working days of receipt
• Processing membership and premium adjustments where required and within stipulated turnaround times
• Preparing of manual premium refunds where necessary and in accordance with stipulated turnaround times
• Liaising with customers in respect of premium and membership queries and complaints, with a view to investigating and solving such queries and complaints efficiently, to the client’s satisfaction
• Where capacity necessitates, providing support to the front office team for overflow work
• Ensuring that the principles of TCF are delivered across every function performed, with a specific focus on the achievement of TCF Outcome 6 (Customers do not face unreasonable post-sale barriers to change product, switch provider, submit a claim or make a complaint)

Competencies    

• Deadline and customer service driven
• Comfortable liaising with brokers and policyholders
• A mature approach to dealing with work tasks and challenges
• A ‘can-do’ attitude with the ability to refrain from getting involved in office politics
• Resilience and ability to work under pressure
• Strong sense of responsibility and ownership to ensure that all required work activities are completed within stipulated timeframes
• Good verbal and written communication skills
• Organized and focused
• Strong sense of teamwork and willing to go the extra mile when work pressure and volumes necessitate this additional input
• Attention to detail and accurate
• Computer literate
• Disciplined and strong time management skills

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Role Purpose    

• To service business partners and clients coming into the Admed front office, primarily in the inbound and outbound call centre and secondly, where capacity constraints require, in the mailbox coordinating and the data capturing areas.

Requirements    

• Matric
• At a minimum, a certificate in customer servicing training or call centre skills AND administration skills
• Computer literate - basic computer skills knowledge and experience, specifically in MS Office
• At least 1-year inbound call centre experience
• At least 1-year administration experience
• Previous gap cover or medical scheme servicing or administration experience

Duties & Responsibilities    

• Receiving of incoming calls into the Admed call centre during office hours, in a professional and friendly manner
• Telephonic membership, premium and claims query handling through accessing the Admed administration system
• Managing of difficult and/or irate callers in a courteous, polite and calm manner
• Where a query cannot be handled from the call centre, routing telephonic queries to the relevant back office team members and ensuring that the queries are dealt with in a timely manner
• Where necessary, taking and distributing of messages to relevant team members in a timely manner
• Making outbound calls from the Admed call centre as-and-when necessary and instructed
• Ensuring a high level of customer service when liaising with individual and corporate customers, intermediaries, binder holders and colleagues
• Where high email volumes necessitate, providing support to the mailbox team for overflow inbound emails
• Efficiently managing of complaints received and ensuring that every complaint is dealt with professionally
• Assisting with any general and reasonable ad hoc administration requests as necessary across the Admed Division
• Ensuring that the principles of TCF are delivered across every function performed, with a specific focus on the achievement of TCF Outcome 6 (Customers do not face unreasonable post-sale barriers to change product, switch provider, submit a claim or make a complaint)

Competencies    

• Excellent verbal, written and interpersonal communication skills
• Advantage - ability to speak English and Afrikaans fluently
• Ability to professionally manage angry customers, listen to customers’ needs and communicate clearly with customers telephonically
• Results and solutions driven with a strong sense of responsibility and ownership
• Discipline, reliable and good time management skills
• Strong customer service orientation