This role is key in ensuring Momentum Group lives up to its purpose of building and protecting our clients financial dreams. The Service Specialist plays a vital role in bringing this to life by offering caring, efficient, and high-quality service. Being there for our clients whether they are direct clients, advisers, or adviser assistants and making sure their queries and concerns are resolved with understanding and care, the first time around.
Requirements
- Grade 12 or equivalent (with Mathematics and/or Accounting).
- Minimum two to three years experience in the Investment, Insurance, or Financial Services industry.
- Strong background in administration and client servicing.
- Knowledge of Momentum Investments products, systems, processes, and procedures is advantageous.
- Advanced computer literacy with ability to navigate dual screens and type efficiently.
- Knowledge of digital tools, system troubleshooting, and issue resolution.
- Familiarity with compliance frameworks and legislation within the financial services industry.
Client Orientation
- Handle incoming calls, emails, and transactions that are easily finalised from clients.
- Provide accurate information on products, services, and processes.
- Resolve client complaints and escalate where necessary to relevant stakeholders.
- Apply the HEAT methodology (Hear them out, Empathise, Apologise, Take ownership), withevery interaction.
- Identify recurring client pain points and take ownership in resolving them.
- Suggest solutions to improve client experience and service excellence.
- Adhere to security and privacy protocols, consistently when dealing with client information.
- Use professional business language (no slang).
- Communicate precisely, avoiding jargon, and provide clear timelines.
- Close the communication loop to ensure client queries are resolved.
- Demonstrate excellent verbal and written communication skills.
- Work with other service teams to enhance overall client satisfaction.
- Collaborate with technical teams to troubleshoot issues and provide system feedback.
- Share insights on interactions to identify trends.
- Contribute to a qualitative way of work by identifying and reporting errors or inconsistencies- to improve client satisfaction.
- Support management and report system errors (e.g., Vitel issues, CCF errors) and log Jiraswhere required.
- Adhere to all the key performance indicators (productivity, rework rate, SLA etc.) for the role.
- Share best practices and insights with colleagues.
- Utilise Knowledge Owl to ensure knowledge retention.
