Service Specialist

at  Momentum Investments

INTRODUCTION

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.
We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at www.momentummetropolitan.co.za

REQUIREMENTS

• Minimum of 3-5 years of practical experience in the Investment, Insurance, and Financial Services industry with strong client service skills.
• Experience in an investment service environment, building relationships, facilitating business growth, and more is a significant advantage.
• Having hands-on experience in handling death claims will be a significant asset.
• Knowledge and experience with digital tools are a plus.
• Tech-savvy with troubleshooting skills and a knack for finding solutions.
• Familiarity with industry legislation (e.g., POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS) is beneficial.
• Minimum education: Grade 12 with Math and/or Accounting.
• A degree in B. Com Finance/Investments or related field is advantageous.
• Knowledge of Momentum Investments products, processes, and systems is a plus.
• Strong computer skills, quick to learn new systems confidently.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and Teams) at an intermediate level, with advanced dual-screen navigation and typing skills.
• In-depth knowledge of the financial services industry.
• Understanding of client service policies, procedures, and processes.
• Familiarity with business-related rules and regulations.
• Awareness of relevant regulatory and compliance requirements.
• Understanding of call and service center operations.
• Knowledge of relevant products.
• Familiarity with complaints handling processes and procedures.

ROLE PURPOSE

The Service Specialist (Death Claims) will oversee the complete servicing of death claims (deceased estates) within the RISO business unit. This includes timely handling and support for claims received from various investment platform clients. Responsibilities encompass reviewing received death claims, soliciting missing necessary documentation and information, engaging directly with Executors, Beneficiaries, Fund Trustees, etc., and offering general support to both operational and client services environments.
Emphasis will be placed on prioritising a positive client experience, efficient processing, optimisation, risk mitigation, fraud prevention, and delivering exceptional service across multiple platforms for all stakeholders.

DUTIES & RESPONSIBILITIES

As a Service Specialist in the Death Claims team, your responsibilities will include:

• Receive, index, and create tasks for death claim requests with attached source documentation.
• Acknowledge receipt via email, providing ongoing updates to claimants or senders throughout the process.
• Register the death on the system upon receiving the required proof of death.
• Adhere to prescribed verification protocols to minimise risk and prevent fraud during the process.
• Process death claims for both voluntary and compulsory products.
• Handle the payment of death benefits to legal beneficiaries or as per product rules.
• Manage Forex beneficiary claims and payments where applicable.
• Stay informed about legal and practice note changes related to death claims.
• Draft Resolutions for claims on Retirement Annuity Option and Retirement Preservation Option, presenting them to the Trustees.
• Communicate with Advisers, Executors, Beneficiaries, etc., addressing outstanding requirements via phone and email.
• Actively work to minimise Profit & Losses and handle escalations/complaints.
• Gather and analyse stakeholder data for process and system improvements.
• Assist with projects, FSCA, and other audits as needed.

Additional responsibilities:

• Always provide polite and timely customer service with a positive and professional approach.
• Maintain a consistent and exceptional client experience in a fast-paced, high-pressure, and deadline-driven environment.
• Provide personalised, considerate responses for client needs, whether through phone calls or emails.
• Always ensure strict client confidentiality.
• Accurately capture and process client instructions within set timelines and quality standards and request missing information as needed.
• Ask for and collect any missing information, documents, or signatures following legal, compliance, and product guidelines. Using phone calls is recommended to improve communication and service quality.
• Consistently keeping our clients (FA, administrative staff, and channel partners) informed at every step without any exceptions.
• Help, encourage, and train advisers, their administrative staff, and channel partners in adopting digital tools to boost digital usage. Collaborate with stakeholders to identify and solve digital challenges. Resolve any issues hindering the expansion of our digital presence.
• Help the RISO team with different tasks, like processing client instructions, managing transactional indexing, and participating in cleanup projects. Work as a team to reach excellence.
• Follow product, legislative, and compliance procedures consistently.
• Adhere to client-centric and fair treatment principles.
• Take responsibility for managing reputational and financial risk resulting from interactions and instructions from key stakeholders.
• Meet personal daily and monthly targets for production, quality, and client satisfaction.
• Contribute actively to team goals and successes as a collective team member.
• Research, follow up, and resolve client inquiries and problems in a timely and professional manner, keeping all stakeholders informed.
• Contribute to a culture of identifying and suggesting improvements to enhance customer service, reduce costs, improve efficiency, and minimize risks.
• Continuously improve performance, self-development, and knowledge for personal growth.
• Continually enhance expertise in professional, industry, compliance, and legislative knowledge.
• Embody the values of Momentum Metropolitan: Accountability, Diversity, Excellence, Integrity, Innovation, and Teamwork.