Service Specialist

3 weeks ago

Centurion, South Africa Momentum Investments Full time

**Introduction**

**Role Purpose**

As a Service Specialist within our RISO Service Centre, you will be one of Momentum's brand representatives. The main purpose of your role will be to increase client loyalty through effective and efficient service to our clients - providing our valuable clients with consistent, world class and legendary service of the highest quality, during every interaction, showing that we care and that to us investing is personal.

Your role will entail receiving, processing, evaluating, and responding to enquiries and instructions via various servicing channels within a fast paced, pressurised servicing environment. In addition, you will be responsible for accurately processing client instructions (not yet performed digitally by the Adviser), according to our processes and procedures, adhering to our quality standards and within our turn-around time, as well as resolving complex product related queries.

**Requirements**:
**Experience and Qualifications**
- Minimum of 2 to 3 years practical and relevant experience, within the Investment, Insurance and Financial Services industry, with excellent administrative and innovative client servicing and support experience.
- Practical and relevant experience within an investment service environment where you had to build strong relationships, enable ease of doing business, grow and maintain the business, and more, will be a great advantage.
- Knowledge and experience of digital capabilities will be an advantage.
- Tech savvy, with the ability to troubleshoot and resolve issues that arise, finding workable solutions.
- Knowledge and understanding of legislation within the insurance and investment industry, i.e., POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS, etc. will be an advantage.
- Grade 12 or equivalent with Maths and/or Accounting.
- B. Com Finance/Investments or related degree or tertiary qualifications will be an advantage.
- Momentum Investments product, process, procedure, and system knowledge will be an advantage.
- Excellent computer skills, with the ability to learn and understand new systems quickly and with confidence.

**Knowledge - will be an advantage**
- Extensive financial services industry knowledge.
- Sound knowledge of client service policies, procedures and processes.
- Knowledge of business-related rules and regulations.
- Knowledge of relevant regulatory and compliance requirements.
- Knowledge of the operational running of call and service centers.
- Relevant product knowledge.
- Knowledge of complaints handling processes and procedures.
- Dual-screen navigation and typing skills at an advanced level.
- Microsoft Office suite (Excel, Word, Outlook and Teams) at an intermediate level.

**Duties & Responsibilities**

Responsibilities and Work Output
- Deliver positive, seamless and professional customer service during every interaction with the client in a considerate and timely manner.
- Maintain a consistent differentiated client experience within a pressurised, fast-paced and deadline driven environment.
- Maintain client confidentiality, at all times.
- Capture and process valid client instructions accurately, the first-time round, within set service-level timelines and quality standards.
- Request and obtain any missing information, documentation and/or signatures by following the legislative, compliance and product process and procedure guidelines. Use of telephone interactions are encouraged in this instance to enable effective and efficient communication to enhance service experience.
- Always keeping our clients (FA, admin staff and Channel Partners) informed and in the loop, every step of the way, without fail or exception.
- Assist, support, promote and train our Advisers, their admin staff, and our Channel Partners towards digital adoption to increase digital uptake. Work with all stakeholders to define their digital challenges and co-create solutions. Troubleshoot and resolve digital obstacles that may prevent us growing our digital footprint.
- Support the RISO team with processing instructions or tasks allocated or made available to you - be it client instructions, transactional indexing, clean-up projects, etc. Working together to create a combined centre of excellence.
- Adhere to product, legislative and compliance processes, and procedures at all times.
- Adhere to Client Centric and Treating Customers Fairly Principles.
- Take responsibility for managing both reputational and financial risk, as a result of processing instructions as well as interactions with both internal and external clients.
- Take personal responsibility and accountability for personal daily and monthly targets (production, quality and client satisfaction).
- Make active daily contributions to help achieve team goals, targets, and successes, taking co-responsibility for the team’s deliverables as a collective team.
- Research, follow-up and resolve client enquiries and problems through effective interaction with cli

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