Internal Service Consultant

Job Description

Join Momentum Metropolitan Holdings as an Internal Service Consultant, where you will provide exceptional support and resolution for complex queries from academic institutions, embassies, and financial advisors. Your role will focus on maintaining client relationships, driving digital engagement, and ensuring client retention through outstanding service. This position requires strong industry knowledge and a commitment to delivering world-class customer experiences.

Requirements

• Grade 12 qualification
• 5 years of experience in a customer service environment
• 5 years of industry knowledge/experience
• Complementary product knowledge
• Wealth Management and RE knowledge (advantageous)
• MS Office knowledge
• Good understanding of the intermediary/broker industry (specific to Health)
• Experience in corporate relations and customer services
• Code 8 driver’s license and own vehicle (advantageous)
• Knowledge of Oracle platform of MMS and Complementary products

Responsibilities

• Assess service delivery based on engagement with business stakeholders and analytics, implementing improvement plans
• Present Momentum products and share benefit information with stakeholders and members
• Promote and drive digital platform engagement aligned with business strategy
• Ensure positive and productive relationships with key clients and stakeholders
• Facilitate and resolve billing discrepancies
• Liaise with stakeholders to support query resolution
• Resolve problems at all levels
• Support Walk In Centre and provide front-line external consultation
• Achieve same-day resolution on escalations and queries, unless beyond control
• Identify root causes of problems and implement recovery measures
• Manage and monitor service standards, targets, and SLAs
• Maintain records of escalated queries, complaints, and corrective actions
• Provide effective and efficient record-keeping and monthly reporting
• Communicate effectively at executive and member levels, both written and verbal
• Perform client service shifts via digital channels like WhatsApp
• Collaborate with business units to share best practices and enhance service delivery
• Handle high-level unresolved queries from Business Development Consultants, academic institutions, and financial advisors
• Identify training needs to improve service levels
• Build and maintain relationships with clients and stakeholders
• Facilitate helpdesk and wellness sessions on-site or virtually
• Advocate the use of the employer zone portal to appropriate clients
• Manage the year-end process for new business applications and membership renewals