Correspondence Service Consultant

at  Health Solutions

INTRODUCTION

Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation and create value through unique insights of how to achieve specific outcomes by using a defined set of health capabilities.

REQUIREMENTS

• It is essential to have a National Senior Certificate (Mathematics or Mathematical Literacy as a Grade 12 subject would be an advantage)
• It would be an advantage to have a business-related tertiary qualification
• 6 – 12 Months experience in a call centre or client service environment with knowledge of customer service principles and practices would be an advantage
• Proficiency in English and another official South African language
• Excellent literacy, numeracy and communication skills

ROLE PURPOSE

To provide an effective and efficient service to clients by receiving, evaluating and responding to electronic/written/walk-in enquiries within the agreed Service Level Agreement, as well as legislative and compliance requirements.

DUTIES & RESPONSIBILITIES

• Engage with clients and/or intermediaries in a professional manner to resolve all queries within service level agreements and quality standards.
• Take ownership of complaints and ensure they are resolved timeously and effectively.
• Provide clients with the relevant information and documentation as required in line with guidelines.
• Capture and update client information on relevant system/s, based on data received from the client.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to legislative / compliance requirements in the service process.
• Identify and report process and system failures and enhancements to improve client experience.
• Liaising with other departments to resolve queries.
• Recording all queries and interactions with customers in the correct manner.
• Assisting with telephonic queries as and when needed.
• Assisting walk-in clients.
• Overseeing the Scheme communication applications as per service level agreements.