Service Specialist

6 months ago

Centurion, South Africa Momentum Investments Full time

**Introduction**Role Purpose**

The Service Specialist (Benefit and Claim Support) will handle precise operational support tasks related to technical transactional processing within RISO. This includes section 14 and 37 transfers, death claims, unit transfers, retirement income reviews, missing documentation requests, and general support for operational and client services.

A strong focus on client experience, efficiency handling, optimisation and offering world class service across multiple platforms to all stakeholders.

**Requirements**:

- Minimum of 3-5 years of practical experience in the Investment, Insurance, and Financial Services industry with strong client service skills.
- Experience in an investment service environment, building relationships, facilitating business growth, and more is a significant advantage.
- Having hands-on experience in handling Section 14 and 37 transfers, death claims, unit transfers, and retirement income reviews will provide a significant advantage.
- Knowledge and experience with digital tools is a plus.
- Tech-savvy with troubleshooting skills and a knack for finding solutions.
- Familiarity with industry legislation (e.g., POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS) is beneficial.
- Minimum education: Grade 12 with Math and/or Accounting.
- A degree in B. Com Finance/Investments or related field is advantageous.
- Knowledge of Momentum Investments products, processes, and systems is a plus.
- Strong computer skills, quick to learn new systems confidently.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and Teams) at an intermediate level, with advanced dual-screen navigation and typing skills.

**Knowledge - Will be an advantage**
- In-depth knowledge of the financial services industry.
- Understanding of client service policies, procedures, and processes.
- Familiarity with business-related rules and regulations.
- Awareness of relevant regulatory and compliance requirements.
- Understanding of call and service center operations.
- Knowledge of relevant products.
- Familiarity with complaints handling processes and procedures.

**Duties & Responsibilities**

As a Service Specialist within the Benefit and Claim Support team you will:

- Handle Section 14 Transfers (in and out) by preparing legal documents like Form H and J.
- Manage and process Section 37 Transfers (in and out) by drafting legal documents, including Form A, ROTs, etc.
- Obtain approval from the FSCA when necessary.
- Process Death Claims for both Voluntary and Compulsory products.
- Handle Unit Transfers for both voluntary and compulsory products under Sections 14 and 37.
- Organize and index all Transfers and Estate instructions.
- Ensure timely and high-quality completion of tasks, taking personal responsibility for meeting service-level timelines.
- Address and resolve queries and escalations with personalized responses, aiming for first-time resolution to meet diverse client needs.
- Collect and analyze stakeholder data for process and system improvements.
- Monitor daily tasks and keep stakeholders informed of progress.
- Assist with Projects, FSCA, and other Audits as required.

Additional responsibilities:

- Always provide polite and timely customer service with a positive and professional approach.
- Maintain a consistent and exceptional client experience in a fast-paced, high-pressure, and deadline-driven environment.
- Ensure strict client confidentiality at all times.
- Accurately capture and process client instructions within set timelines and quality standards and request missing information as needed.
- Ask for and collect any missing information, documents, or signatures following legal, compliance, and product guidelines. Using phone calls is recommended to improve communication and service quality.
- Consistently keeping our clients (FA, administrative staff, and channel partners) informed at every step without any exceptions.
- Help, encourage, and train advisers, their administrative staff, and channel partners in adopting digital tools to boost digital usage.
- Collaborate with stakeholders to identify and solve digital challenges. Resolve any issues hindering the expansion of our digital presence.
- Help the RISO team with different tasks, like processing client instructions, managing transactional indexing, and participating in cleanup projects. Work as a team to reach excellence.
- Follow product, legislative, and compliance procedures consistently.
- Adhere to client-centric and fair treatment principles.
- Take responsibility for managing reputational and financial risk resulting from interactions and instructions from key stakeholders.
- Meet personal daily and monthly targets for production, quality, and client satisfaction.
- Contribute actively to team goals and successes as a collective team member.
- Research, follow up, and resolve client inquiries and problems in a timely and professional manner, keeping all stakeholders informed.
- Cont

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