Internal Service Consultant

4 months ago

Cape Town, 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**

To provide resolution and support of high level and escalated queries received from key contacts at employer groups/brokers/planners/fianncial advisors and administrative support to ensure client retention, development and maintenance of an allocated portfolio of clients.

**Requirements**:

- Grade 12 qualification
- 5 years of experience in a customer service environment
- 5 years of industry knowledge/experience is essential
- Complementary product knowledge is essential
- Wealth Management and RE Advantageous
- MS Office knowledge
- Good understanding of the intermediary/broker industry (specific to Health)
- Experience in corporate relations, Broker relations and customer services is essential
- Code 8 driver's license and own vehicle (advantageous)
- Knowledge of Oracle platform of MMS, H4Me and Complementary products
- Business communications skills

**Duties & Responsibilities**
- Assess service delivery based on engagement with business stakeholders and relevant analytics and implement plans for improvement
- Present Momentum products and hold trainimg sessions with employer groups
- Manage employer group and Financial Advisor web registrations and web related issues
- Promote, encourage and drive digital platforms engagement aligned with business strategy
- Ensure relationships with key clients are positive and productive
- Facilitate and mobilise billing discrepancies to resolution
- Liaise with relevant stakeholders to support query resolution
- Responsible for problem solving at all levels
- Support Walk In Centre and provide front-line external consultation between groups, brokers and scheme
- Same day resolution on all escalations and queries received, unless there is substantial evidence that this was beyond the control of the individual and team and every effort was made to resolve within the working day
- Identify the root cause of the problem and ensure that the appropriate recovery measures and plans are implemented
- Manage and monitor service standards, targets and service level agreements (SLAs)
- Maintain a record of escalated queries, complaints and the corrective action taken to resolve problematic areas within the business
- Maintain effective and efficient record keeping on the relevant system(s)
- Written and verbal communication at both executive and member level
- Management of relationships with brokers and clients to ensure optimal service delivery
- Collaborate with relevant business units by sharing best practices and knowledge to enhance service delivery
- Handling high level unresolved queries/disputes from Business heads (RM/Sales/AE)
- Handle high level unresolved queries from Employer Groups, Financial Advisors & Union
- Identify areas where training is required to improve service levels
- Build and maintain relationships with clients and internal and external stakeholders
- Facilitate and/or hold helpdesk and wellness sessions on-site or virtually
- Ensure sustainability of the product by advocating the use of the employer zone portal to appropriate clients
- Facilitate and manage the year-end process from end-to-end: Revision process of broker spreadsheets, QA broker spreadsheets, Manage and process option changes and income spreadsheets/updates for MMS and H4Me
- New client engagement onboarding and monthly client engagement follow-up

**Competencies**
- Motivated
- The ability to prioritise work and meet deadlines
- Working accurately under pressure and paying attention to detail
- Ability to work independently and maintain confidentiality
- Excellent communication (both verbal and written) skills
- Decision-making abilities, while being mindful of rules and processes
- Team player
- Ability to analyse situations and initiate appropriate corrective action
- Understands how the business operates, what the key issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the Group
- 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
- Deliver on expectations to clients and internal and external stakeholders in order to ensure that client expectations are managed
- Drive a sense of urgency, focus, accountability, agility and execution to deliver business results
- Actively leads change, does what is right for the business and drives continuous improvement through innovation
- Creates and maintains an open, positive working environmen

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