Broker Service Consultant

Closing Date 2024/06/27

Reference Number MMH240618-2

Job Title Broker Service Consultant

Position Type Temporary

Role Family Client Services

Cluster Health Solutions

Remote Opportunity None of the time

Location - Country South Africa

Location - Province KwaZulu-Natal

Location - Town / City Durban, Cornubia

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.

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 year's 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 isessential

Duties & Responsibilities

Front-line external consultation between groups, brokers, and schemes
Ensuring the companies are updated in terms of Medical Schemes Act, Schemes rules, and related legislation
Assisting online companies with data input and the Web usage
Responsible for problem-solving at all member 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
Liasing 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