The Subject Matter Expert (SME) within the Momentum Wealth (SI) Service Centre plays a crucial role as a representative of the Momentum brand. Their primary responsibility is to support and empower team members to help achieve strategic goals, which include delivering high-quality work consistently and improving the client experience in every interaction. This involves sharing product and process expertise to enhance knowledge, boost business success, and optimize performance through effective learning strategies.
Requirements
Experience and Qualifications
- Minimum 5 years of practical experience in the Investment, Insurance, and Financial Services industry, with strong administrative and client support skills.
- Familiarity with various industry regulations such as GDPR, POPIA, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS, LTA, etc.
- High school certificate (Grade 12) with Math and/or Accounting.
- Having a B. Com Finance/Investments or related degree is a plus.
- Exceptional knowledge of Momentum Wealth International products, processes, procedures, and systems.
- Proficiency in using Gemstone and AWD systems at an advanced level.
- Advanced skills in dual-screen navigation and typing.
- Strong computer skills, quick to grasp and use new systems with confidence.
- Intermediate proficiency in Microsoft Office suite, including Excel, Word, Outlook, and Teams.
- In-depth knowledge of the financial services industry.
- Familiarity with client service policies and procedures.
- Understanding of business rules and regulations.
- Awareness of regulatory and compliance requirements.
- Knowledge of call and service center operations.
- Understanding of relevant product details.
- Familiarity with complaints handling processes.
Internal
- Help the team understand and apply processes, policies, and system functions.
- Confirm and validate the product and policy requirements created by the service team.
- Keep the team updated on changes in products, policies, procedures, and systems.
- Contribute to testing and validate test results for the service team.
- Maintain and update the service team's process and procedure guides.
- Provide input for user documentation and training materials.
- Guide and coach the service team to ensure accurate and high-quality client communication, including keeping the client in the loop every step of the way, following the correct follow-up and NTU process, etc.
- Promote learning, mentor colleagues, and simplify technical concepts for service colleagues to develop their skills and knowledge.
- Analyse trends and root causes of issues and prevent repetition through explanations and reference documents.
- Assist with complex matters and document best practices for the team.
- Help with repetitive inquiries and explanations by providing model answers.
- Keep the team's knowledge base up to date and relevant.
- Ensure employees are knowledgeable about business standards and industry best practices.
- Support digital initiatives and empower the team to have digital discussions with clients.
- Monitor calls, email responses, and transaction processing to identify training needs and collaborate with internal stakeholders for resolution.
- Ensure the effectiveness of control measures in operational processes and procedures.
- Check data quality captured on business systems and address issues with the team.
- Identify and report process and system improvements.
- Spot gaps, risks, and training needs in internal processes and work on action plans with key stakeholders.
- Report on team areas for improvement, make recommendations, and follow through with the process.
- Assist with the annual audit process assist with walk-through initial discussions, and ad-hoc questions received from the auditors.
- Provide constructive feedback to the team based on quality assessments.
- Coach team members to achieve desired quality levels.
- Implement quality assurance processes to maintain a high operational quality.
- Demonstrate leadership and accountability to improve team collaboration and upskilling.
- Offer expert advice to colleagues, internal and external stakeholders.
- Establish and keep relationships with both internal and external contacts.
- Meet the service level agreements with Key Stakeholders to manage expectations.
- Suggest ways to enhance client service and fairness.
- Contribute to a culture that fosters positive relationships, feedback, and top-notch client service.
- Give regular reports on service delivery and meeting customer targets.
- Build good relationships with colleagues, clients, and stakeholders.
- Play a positive role in making and adjusting changes.
- Keep improving your expertise in your profession, industry, and laws.
- Contribute to new ideas and innovation.
- Take charge of your own career development.
- Manage your time effectively for maximum productivity.
- Stay updated on product and legal knowledge to suggest relevant client solutions and meet governance rules.
- Be confident, self-driven, and persistent in achieving targets and goals.
- Find ways to save money and make operations more efficient.
- Handle company resources and finances responsibly.
- Take part in financial planning for your area.
- Share ideas about risk and suggest solutions in the right meetings.
- Provide excellent, personal, and timely customer service in every interaction, whether with internal or external clients.
- Maintain a consistent, exceptional client experience in a fast-paced, deadline-driven environment.
- Create thoughtful, tailored responses for various client needs via phone or email.
- Ensure client information remains confidential at all times.
- Support the Momentum Wealth International team by processing instructions or tasks allocated to you, handling client instructions, indexing transactions, and clean-up projects, contributing to a center of excellence.
- Always follow product, legislative, risk, and compliance processes.
- Follow Client Centric and Treating Customers Fairly Principles.
- Take responsibility for managing both reputation and financial risk resulting from interactions with clients.
- Be personally accountable for meeting daily and monthly targets in production, quality, and client satisfaction.
- Actively contribute to team goals and successes daily.
- Identify and recommend improvements for better client service, cost-effectiveness, operational efficiency, and risk reduction.
- Continuously improve performance and personal development, enhancing knowledge for growth.
- Keep developing expertise in professional, industry, compliance, and legislative matters.
- Embrace Momentum Metropolitan values: Accountability, Diversity, Excellence, Integrity, Innovation, and Teamwork.
