Vacancies 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

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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

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Role Purpose

To understand and contribute to clients’ life cover applications from start to finish through assisting them in understanding their needs, the benefits of the product and the value it will add.

Requirements

• Grade 12 or equivalent qualification
• FAIS Accredited degree or Diploma
• Knowledge of the financial services or insurance industry
• No Experience needed

Duties & Responsibilities

• Engage telephonically with clients to understand their interest in the product.
• Plan and manage the optimisation of leads performance and improve sales conversion rates.
• Track, create and analyse leads performance and generate weekly and monthly reports.
• Must be able to identify opportunities to improve sales conversion with sales teams through gaining insights from the digital channel.
• Loaded and allocated confirmed leads to a sales agent to quote and close.
• Provide a seamless new business client experience by ensuring that all new business applications are fully completed.
• Ensure that missing and outstanding information throughout the client's onboarding process (such as application, medicals etc.) is proactively followed up on.
• Capture all data accurately on relevant systems according to agree upon SLA's.
• Analyse data to understand root cause of errors that occur in the administration and leads qualifying process.
• Accurately capture client information, relevant actions and sales on the systems.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Achieve set targets on production and quality.
• Adhere to compliance requirements in the sales process in line with legislative requirements.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Escalate client queries to the relevant department or stakeholders.
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
• Build and maintain relationships with clients and internal and external stakeholders.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.

Competencies

• Planning and organising skills 
• Time management skills
•  Data capturing skills 
• Interpersonal skills 
• Communication skills