Retentions Front Office Specialist

2 weeks ago

Centurion, Gauteng, South Africa Momentum Life Full time

Introduction


Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.


Role Purpose
Effectively reinstating policies and preventing replacements to ensure increased new business.

Requirements:

  • Matric
  • Relevant financial planning degree and qualifications
  • 23 years' experience in financial planning

Duties & Responsibilities

  • Ensure the engagement and retention of clients within the current portfolio.
  • Ensure an agreed level of successful replacement and reinstatement saves agreed as per the team's monthly target.
  • All replacements and reinstatements are attended to within the specified turnaround time.
  • Answer and provide first time resolution and quality driven responses to all correspondences.
  • Adhere to the standard operating procedures when communicating with clients through recording and updating of calls, update query with actions taken.
  • All communication to brokers and clients adheres to Momentum Policies and Internal processes adheres to standard department processes
  • Take part in continuous training and accreditation to maintain a criteria with regards to accreditation for; Product (80%), Competitor (70%) and Systems (95%).
  • Keep client informed (verbally and/or in writing) if any unresolved queries is outstanding.
  • Delivering effective and consistent service and support to external clients within specified service level agreements.
  • Engaging and retaining of clients within their current portfolios aligned to the Treating Customers Fairly principles.
  • Make recommendations to improve client service and fair treatment of clients within area of responsibility.
  • Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
  • Develop and maintain productive and collaborative working relationships with colleagues, peers and stakeholders.
  • Continuously develop own expertise in terms of professional, industry and legislation knowledge.
  • Contribute to continuous innovation through the development, sharing and implementation of new ideas.
  • Take ownership for driving your career development.
  • Identify solutions to enhance cost effectiveness and increase operational efficiency.
  • Responsibly managing financial and other company resources under your control.
  • Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

Competencies

  • Understands how the business operates, what the key issues and risks are that drives business outcomes through the service and administrational tasks.
  • Anticipates, meets and exceeds client's needs by creating long lasting relationships that support the client value proposition, supports their financial wellness and ensures client centricity.
  • Drive a sense of urgency, focus, accountability, agility and execution to deliver business results.
  • Actively participates in change, does what is right for the business and drives continuous improvement through innovation.
  • Prioritises the business interests of MMH and invest in the success of the group by aligning effort across divisions.
  • Supports and gains commitment to the purpose of MMH.
  • Manages self and relationships with others effectively and provides perspective in difficult situations.
  • Is sensitive to individual and cultural similarities and differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.

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