Service Specialist (Temporary)

Job Description

As a temporary Service Specialist at Momentum Metropolitan Holdings, you will be a key representative of the brand, delivering exceptional client service in a fast-paced environment. Your role will focus on processing client instructions accurately, resolving complex queries, and promoting digital adoption to enhance client experiences. This position offers an opportunity to showcase your customer service expertise and contribute to operational excellence.

Requirements

• Grade 12 or equivalent with Maths and/or Accounting
• Minimum of 2 to 3 years practical and relevant experience within the Investment, Insurance, and Financial Services industry
• Excellent administrative and innovative client servicing and support experience
• Practical and relevant experience within an investment service environment (advantageous)
• Knowledge and experience of digital capabilities (advantageous)
• Tech savvy, with the ability to troubleshoot and resolve issues
• Knowledge of legislation within the insurance and investment industry (e.g., POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS) (advantageous)
• Com Finance/Investments or related degree or tertiary qualifications (advantageous)
• Momentum Investments product, process, procedure, and system knowledge (advantageous)
• Excellent computer skills, with the ability to learn and understand new systems quickly
• 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 (advantageous)
• Sound knowledge of client service policies, procedures, and processes (advantageous)
• Knowledge of business-related rules and regulations (advantageous)
• Knowledge of relevant regulatory and compliance requirements (advantageous)
• Knowledge of the operational running of call and service centers (advantageous)
• Relevant product knowledge (advantageous)
• Knowledge of complaints handling processes and procedures (advantageous)

Responsibilities

• Deliver positive, seamless, and professional customer service during every client interaction
• Maintain a consistent differentiated client experience in a fast-paced, deadline-driven environment
• Compose thoughtful, personalized telephonic and/or email responses for various client needs
• Maintain client confidentiality at all times
• Capture and process valid client instructions accurately within set service-level timelines and quality standards
• Request and obtain missing information, documentation, and/or signatures following legislative, compliance, and product guidelines
• Keep clients, financial advisors, admin staff, and Channel Partners informed throughout the process
• Assist, support, promote, and train stakeholders towards digital adoption to increase digital uptake
• Troubleshoot and resolve digital obstacles to grow digital footprint
• Support the team with processing instructions, transactional indexing, or clean-up projects
• Adhere to product, legislative, and compliance processes and procedures
• Adhere to Client Centric and Treating Customers Fairly Principles
• Manage reputational and financial risk during processing and interactions
• Take responsibility for personal daily and monthly targets (production, quality, and client satisfaction)
• Contribute to team goals, targets, and successes as a collective team
• Research, follow-up, and resolve client enquiries and problems through effective interaction
• Provide timely feedback to internal and external stakeholders
• Participate in a culture of identifying and recommending improvements to enhance client service, cost effectiveness, and operational efficiency
• Actively improve own performance and drive personal development
• Continuously develop expertise in professional, industry, compliance, and legislative knowledge
• Live the Momentum Group values: Accountability, Diversity, Excellence, Integrity, Innovation, and Teamwork