Broker Escalations Specialist

2 weeks ago

Durban, KwaZulu-Natal, South Africa Health Solutions Full time

Introduction

  • Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.
    Role Purpose
  • Provide support to brokers/planners/financial advisors.
Provide assistance on all escalated enquiries to all key stakeholders
Requirements:

  • Matric
  • 5 years industry knowledge/experience essential
  • Excellent Networking Skills is essential
  • Good understanding of the intermediary/broker industry (specific to Health)
  • Good understanding of the medical scheme industry and regulations
  • Knowledge of Oracle platform and Momentum health products (mandatory)
  • Experience in corporate relations, Broker relations and customer services is essential

Duties & Responsibilities

  • INTERNAL PROCESS
  • Manage and monitor service standards, targets and SLA's
  • Assess service delivery based on engagement with business stakeholders and relevant analytics and implement plans for improvement.
  • Handling high level unresolved queries/disputes from Business heads
  • Handling high level unresolved queries/disputes arising from brokers/financial planners
  • Ensure that the appropriate recovery measures and plans are implemented to handle member escalations.
  • Liaising with the departments that do not meet the standards of service as laid down in Scheme service level agreements.
  • Responsible for problem solving at all levels
  • Written and verbal communication at both executive and member level
  • Management of relationships with brokers to ensure optimal service delivery to broker clients
  • To be able to attend to critical issues related to the broker team
  • Relationships with key clients is positive and productive
  • Relationships with brokers is positive and productive
  • The year
- end process runs smoothly and is facilitated to ensure that clients are fully aware of all changes and options available to them

  • Effectively handle all escalations directly from the broker market
  • Maintain direct relationships with all brokers, marketing advisors, financial planners who are key stakeholders who the broker team will service
  • Maintain effective and efficient record keeping on the relevant system.
  • Collaborate with relevant business units by sharing best practises and knowledge to enhance service delivery.
  • Same day resolution on all escalations and queries received, unless there is substantial evidence that this was beyond control of the team leader and every effort was made to resolve within the working day.
  • Handling high level unresolved queries/disputes arising from brokers/planners feedback via Social Networks
  • Ensuring that broker feedback on queries received via Social Media and the business is responded to within agreed SLA.
  • Identify trends in respect of the calls and correspondence and put in place action steps to address the needs identified through the Trends.

CLIENT

  • Provide authoritative, expertise and advice to clients and stakeholders
  • Build and maintain relationships with clients and internal and external stakeholders
  • Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments
  • Define service practices which builds rewarding relationships, encourages innovation and allows others to provide exceptional client service.
  • Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed
  • 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
  • Treat every client (internal and external) with respect, humility and a "can do" attitude

PEOPLE

  • Create a positive work climate and culture to energise, motivate and grow employees, give meaning to work, minimise work disruption and maximise employee productivity and outcomes
  • Demonstrate exemplary leadership behaviour, through humility, passion, personal involvement, commitment and dedication in support of organisational values.
  • Develop and maintain productive and collaborative working relationships with peers and stakeholders
  • Positively influence and participate in change initiatives
  • 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 career development

FINANCE

  • Contribute to the financial planning process within area
  • Identify opportunities to enhance cost effectiveness and increase operational efficiency

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