Service Account Manager

2 weeks ago

Centurion, Gauteng, South Africa Momentum Investments Full time
Introduction

As a Service Account Manager in the Momentum Investments Retail, Service and Operations team, you will represent the Momentum brand.

Role Purpose

Your goal as a Service Account Manager is to enhance client loyalty by providing effective and efficient service to our key clients. By establishing strong relationships with clients, you will encourage them to select Momentum Wealth as their primary service provider.

Requirements:
  • Experience and Qualifications
  • Grade 12 or Equivalent (With Math/Accounting)
  • Relevant industry related qualification (Finance or Investment Related) and/or
  • Relevant business degree
years' experience in financial services industry (essential)
  • Exposure to a call centre or client service environment with proven knowledge of customer service principles and practices (desirable)

Duties & Responsibilities
  • Responsibilities and Work Output
  • Ensure service touchpoints across SI, are of the highest quality as measured internally and externally.
  • Maintain active engagement with clients (Brokers and Investment Consultants) and promptly execute on various interaction platforms.
  • Drive high level of quality (spoken, written and transactional) while meeting or exceeding SLC.
  • Receive, evaluate, and timeously respond to enquiries via various servicing channels within a fast-paced, pressurized service environment.
  • Resolve complex Wealth product related queries and accurately process information in response to requests about the Momentum Wealth product offering.
  • Deliver positive and seamless customer service during every interaction with the client in a considerate and timely manner.
  • Research, follow up and resolve client enquiries and problems through effective interaction with clients, intermediaries, investors, product specialists, operations areas.
  • Take responsibility for managing both reputational and financial risk as a result of interactions with both internal and external clients.
  • Keep all our stakeholders in the loop at all times.
  • Maintain client confidentiality at all times.
  • Timeously and accurately process all new business transactions within specified service level commitments.
  • Maintain accurate records of all transactions (Alterations, Switches, Client Data Maintenance).
  • Accurately process withdrawals of client investments/funds, including death claims.
  • Contribute to the achievement of set team targets.
  • Identify and report process and system failures and enhancements to improve client experience.
  • Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after-sales service.
  • Build and maintain relationships with clients and internal and external stakeholders.
  • Provide authoritative, expertise, and advice to clients and stakeholders.
  • Make recommendations to improve client service and fair treatment of clients within area of responsibility.
  • Participate and contribute to a culture that builds rewarding relationships, facilitates feedback, and provides exceptional client service.
  • Manage high-risk and problematic financial issues in the area of accountability and contribute to the development of policy.
  • Actively work towards minimizing Profit & Losses and escalations/complaints.
  • Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness.
  • Support team by creating lasting relationships, providing WOW experiences and following correct procedures.
  • Enable a learning and growth culture whereby information regarding successes, issues, trends, and ideas are actively shared between team members.
  • Encourage innovation, change agility, and collaboration within the team.
  • Actively manage engagement and development.
Competencies
  • Knowledge
  • Extensive financial services industry knowledge
  • Sound knowledge of client service policies, procedures, and processes.
  • Knowledge
of business-related rules and regulations.
  • Relevant product knowledge.
  • Skills
  • Written and verbal communication
  • Time management skills
  • Planning skills
  • Complaints handling skills
  • People

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