As a Service Account Manager (SAM) within our Momentum Wealth Specialised Investments Service Centre, you will be one of Momentum's brand representatives, to our top supporting Financial Advisers. The main purpose of your role will be to increase client loyalty and satisfaction through consistent, world class and legendary service of the highest quality, to our valuable Advisers and clients during every interaction, showing that we care and that to us investing is personal.
Building sound and solid relationships with a panel of Financial Advisers and their admin staff to enhance, retain and grow our business - encouraging them to choose and/or retain Momentum Wealth as their preferred service provider. Playing a key role in promoting and driving digital adoption - uniting with the Adviser and his/her office and our Channel Partners to adopt our digital offerings providing ongoing support to increase our digital footprint.
Your role will entail receiving, processing, evaluating, and responding to enquiries and instructions via various servicing channels within a fast paced, pressurised servicing environment. In addition, you will be responsible for accurately processing client instructions (not yet performed digitally by the Adviser), according to our processes and procedures, adhering to our quality standards and within our turn-around time as well as resolving complex Wealth product related queries.
Requirements
Experience and Qualifications
- Minimum of 3 to 5 years practical and relevant experience, within the Investment, Insurance and Financial Services industry, with excellent administrative and innovative client servicing and support experience experience within the investment industry (LISP) will be an advantage.
- Practical and relevant experience within an investment service environment where a client panel was linked directly to you and you had to build strong relationships, provide personalised service, enable ease of doing business, grow and maintain the business, and more, will be a great advantage.
- Knowledge and experience of digital capabilities will be an advantage.
- Tech savvy, with the ability to troubleshoot and resolve issues that arise, finding workable solutions.
- Knowledge and understanding of legislation within the insurance and investment industry, i.e., POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS, etc. will be an advantage.
- Grade 12 or equivalent with Maths and/or Accounting.
- B. Com Finance/Investments or related degree or tertiary qualifications will be an advantage.
- Momentum Wealth product, process, procedure, and system knowledge will be an advantage.
- Excellent computer skills, with the ability to learn and understand new systems quickly and with confidence.
- Dual-screen navigation and typing skills at an advanced level.
- Microsoft Office suite (Excel, Word, Outlook and Teams) at an intermediate level.
- Extensive financial services industry knowledge.
- Sound knowledge of client service policies, procedures and processes.
- Knowledge of business-related rules and regulations.
- Knowledge of relevant regulatory and compliance requirements.
- Knowledge of the operational running of call and service centers.
- Relevant product knowledge.
- Knowledge of complaints handling processes and procedures.
- Deliver positive, seamless, quality, personal and professional customer service during every interaction with your panel of Advisers and related stakeholders in a considerate and timely manner.
- Maintain a consistent differentiated client experience within a pressurised, fast-paced and deadline driven environment.
- Compose thoughtful, personalised telephonic and/or email responses for a variety of client needs.
- Maintain client confidentiality, at all times.
- Take responsibility for your own Adviser panel (primary SAM) as well as collective co-responsibility for your units Adviser panels (secondary SAM) effectively and efficiently servicing, collaborating, and communicating as one voice from a combined unit, always ensuring uninterrupted and ongoing service delivery.
- Capture and process valid client instructions accurately, the first-time round, every time, exceeding set service-level timelines and quality standards.
- Request and obtain any missing information, documentation and/or signatures by following the legislative, compliance, risk and product process and procedure guidelines.
- Always keeping your clients (FA, admin staff and Channel Partners) informed and in the loop, every step of the way, without fail or exception.
- Assist, support, promote and train your Adviser panel, their admin staff and our Channel Partners towards digital adoption to increase digital uptake. Work with all stakeholders to define their digital challenges and co-create solutions. Troubleshoot and resolve digital obstacles that may prevent us growing our digital footprint.
- Support the Momentum Wealth team with processing instructions or tasks allocated or made available to you be it client instructions, transactional indexing, clean-up projects, etc. Working together to create a combined centre of excellence.
- Adhere to product, legislative, risk and compliance processes and procedures at all times.
- Adhere to Client Centric and Treating Customers Fairly Principles.
- Take responsibility for managing both reputational and financial risk, as a result of processing instructions as well as interactions with both internal and external clients.
- Take personal responsibility and accountability for personal daily and monthly targets (production quality, and client satisfaction).
- Make active daily contributions to help achieve team goals, targets, and successes, taking coresponsibility for the teams deliverables as a collective team.
- Research, follow-up and resolve client enquiries and problems through effective interaction with clients, intermediaries, investors, product specialists, operations areas, and other internal or external staff in a timely and professional manner. This includes the provision of timely and continuous feedback to internal and external stakeholders (always keeping the client in the loop).
- Participate and contribute to a culture of identifying and recommending improvements and changes that will facilitate and improve the client service experience and quality, enhance cost effectiveness, increase operational efficiency, and reduce any risk or threats.
- Actively improve own performance and drive own development, including continuously improving knowledge for personal growth and development.
- Continuously develop own expertise in terms of professional, industry, products, processes, procedures, compliance, and legislative knowledge and skills.
- Live the Momentum Metropolitan values namely: Accountability, Diversity, Excellence, Integrity, Innovation and Teamwork.
