Client Care Specialist – Momentum Vacancies


Website Momentum

Position Summary:

Provide quick and accurate resolution of client complaints according to policy, procedures, legislative / compliance requirements and within Service Level Agreements.

Key Responsibilities:

  • Communicate progress and resolution to clients in accordance with agreed standards and practices.
  • Take ownership for escalated complaints from clients, social media, media and regulatory bodies to resolve complaints.
  • Positively influence and participate in change initiatives.
  • Manage financial and other company resources under your control with due respect.
  • Identify opportunities to enhance cost effectiveness and increase operational efficiency.
  • Provide insight on service failures or complaint trends and make recommendations to enhance service or process.
  • Provide authoritative, expertise and information to clients and stakeholders.
  • Continuously develop own expertise in terms of professional, industry and legislation knowledge.
  • Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
  • Evaluate complaints and provide recommendation to resolution based on product information, service procedures, complaints procedures and in light of legislative and organisational requirements.
  • Partner with various stakeholders to address escalated complaints and provide resolution to clients, regulators or other stakeholders.
  • Build and maintain relationships with clients and internal and external stakeholders.
  • Contribute to the financial planning process within area.
  • Develop and maintain productive and collaborative working relationships with peers and stakeholders.
  • Take ownership of all complaints received from clients and ensure they are resolved timeously and effectively.

Required Education & Experience:

  • 3-5 years’ experience in a related role dealing with complaints or client service queries
  • Technical knowledge of processes and legislation Sound knowledge of business products and associated rules.
  • Formal Business-related qualification
  • Specific licensing or registration: FAIS related qualification
  • Sound knowledge of complaints management framework, procedures, and processes
  • Computer Literacy and other business-specific software
  • Experience in the insurance industry
  • Written and verbal communication
  • Knowledge of compliance and risk mitigation
  • Relevant product training
  • Matric or equivalent
  • Relevant systems and processes
  • Knowledge of relevant legislation