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

EXPERIENCE AND QUALIFICATIONS

• Matric/Grade 12
• Relevant investments or wealth (LISP) qualification
• 3 - 5 years’ experience in a contact centre or in the investment or financial service industry
• Computer Literacy – specifically Microsoft excel
• Wealth systems knowledge
• Wealth process knowledge
• Wealth product knowledge
• Familiar with the Wealth dashboard report

ROLE PURPOSE

Workflow: Accurately monitor, report, resolve, respond/index (where needed) all Investment related queries and requests received via Vitel (for wealthservice@momentum.co.za) on a daily basis within agreed timeframes and service levels in order to provide an excellent, world class client experience/WOW experience.

DUTIES & RESPONSIBILITIES

• Effectively communicate with teams within RISO to manage and report on inflow of the work items daily.
• Effectively communicate with clients through various communication channels in a professional manner.
• Thoroughly check client data in order to ensure accuracy of all client information.
• Resolve queries timeously to meet daily business targets and provide exceptional client service.
• Timeously send all escalated queries to the respective Service Manager to escalate the matter to the Escalations team.
• Build effective relationships with all relevant stakeholders in order to provide constructive feedback on complaints raised.
• Diligently follow up with clients telephonically and provide feedback on a regular basis (keep in the loop, manage expectations) – internal and external.
• Maintain a high quality standard of work at all times.
• Maintain client confidentiality at all times to mitigate any reputational risk
• Timeously refer any transaction to be processed by another team within SLA
• Accurately process financial instructions through active engagement with clients, within the quality and SLA standards.
• Be a Subject Matter Expert on product solutions, systems and across various platforms to be able to provide an efficient and effective client experience.
• Collaborate with team members to ensure efficient query resolution.
• Show good corporate citizenship by getting involved in assisting other teams where and when needed, and take an interest in various team initiatives.
• Keep abreast of all industry and business trends as well as legislation in order to consistently meet all compliance and regulatory standards.