Complementary Product Technical Specialist

Introduction

Through our client-facing brands Momentum Group, 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.

Disclaimer

Role Purpose

To build and maintain strong relationships with Internal and external stakeholders, deliver on service level agreements, and make recommendations to improve client service and fair treatment within the specified operational domain.

Requirements

• RE5 Certification (FSCA - Financial Sector Conduct Authority) (Desirable)
• Diploma in Marketing/Business Administration and or relevant equivalent qualification (Desirable).
• Matric.
• 2 - 3 years’ experience in Client Services environment (essential).
• Exposure to the Medical Scheme administration industry (desirable).
• Medical scheme administration, processes and procedures.
• Long term insurance.
• Stakeholders Mapping.
• Financial Advisory and Intermediary Services.

Duties & Responsibilities

• Facilitate resolution of External Stakeholder queries within required service level agreements.
• Assist clients with onboarding and updates on their membership and ensure that changes are sent to the relevant team for processing timeously.
• Serve as a liaison between members, unions, payroll, billings and membership.
• Liaise with service providers regarding account queries when required and provide feedback where gaps are identified.
• Ensure that weekly, monthly and ad-hoc reports are compiled and provided timeously.
• Conduct presentations at various meetings to provide education on benefits, internal processes and scheme rules.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed.
• 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 monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.

Competencies

• Communication skills (written and verbal).
• Interpersonal skills.
• Client liaison skills.
• Stakeholder engagement skills.
• Administrative skills.