Reference Number MMH240807-6
Job Title Service Champion (Temporary Position)
Position Type Temporary
Role Family Client Services
Cluster Momentum Money
Remote Opportunity None of the time
Location - Country South Africa
Location - Province Gauteng
Location - Town / City Centurion
Introduction
Through our client-facing brands, 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.
Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose
To support clients with queries relating to the Momentum Money Product. Deliver positive and seamless customer service during every interaction with the client in a considerate and timely manner. Follow-up and resolve client enquiries and problems through effective engagement with clientsand the operational support team in a timely and professional manner. Adhere to regulatory requirements as may be required from time to time.
Requirements
- Matric/Grade 12 Matric/Grade12 (Accounting and Mathematics as subjects)
- Computer literacy in MS Office essential
- 1 year experience in a banking environment (Preferred)
- 3 - 5 years experience in a contact centre or in the investment or financial service industry
- Computer Literacy specifically Microsoft excel
- Meet current performance standards
- Effectively communicate with clients in a professional manner.
- Resolve queries timeously and provide exceptional client service.
- Build effective relationships with all relevant stakeholders in order to provide constructive feedback .
- 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 escalation by another team within SLA.
- 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.
- Business acumen - Understands how the business operates, what the key issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the Group.
- Client/stakeholder commitment - Anticipates, meets and exceeds clients needs by creating long lasting relationships that support the client value proposition, supports their financial wellness and ensures client centricity.
- Drive for results - Drive a sense of urgency, focus, accountability, agility and execution to deliver business results.
- Leads change and innovation - Actively leads change, does what is right for the business and drives continuous improvement through innovation.
- Collaboration - Prioritises the business interests of MMI and invests in the success of the group by aligning effort across divisions.
- Impact and influence - Persuades, convinces, influences and inspires others, both within MMI and externally to win support, loyalty and gain commitment to the purpose of MMI.
- Self-awareness and insight - Manages self and relationships with others effectively, deals with ambiguity, uncertainty and pressure, and provides perspective in difficult situations.
- Diversity and inclusiveness - Is sensitive to individual and cultural differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.
