Broker Escalation Specialist

1 week ago

Durban, South Africa Momentum Metropolitan Holdings 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 isessential
Duties & Responsibilities
- 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 arefully 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.
Competencies
- 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.
- 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 environment by generating commitment, building trust, a shared sense of purpose, and empowerment in others and encouraging them to contribute to the best of their ability.
- Prioritises the business interests of MMI and invests in the success of the group by aligning effort across divisions.
- Persuades, convinces, influences and inspires others, both within MMI and externally to win support, loyalty and gain commitment to the purpose of MMI.
- Manages self and relationships with others effectively and provides perspective in difficult situations.
- Is sensitive to individual and cultural similarities and differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.
- Takes responsibility for own development; and actively mentors, coaches and develops talent in others.
- Builds leadership bench strength for MMI by providing opportunities and experiences to develop skills, competencies and business knowledge.

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we en

  • Escalation Specialist

    2 weeks ago

    Durban, South Africa Webhelp Full time

    Do you have customer service experience, and are you seeking a new job in Durban, South Africa? If so, we want to hear from you! Webhelp is looking for a collaborative and skilled Escalation Specialist to join our inclusive and thriving team. This full-time escalation role comes with an attractive salary and benefits package. As a flexible Escalation...

  • Escalation Specialist

    12 hours ago

    Durban, South Africa Webhelp Full time

    **Job Advert** Do you have customer service experience, and are you seeking a new job in Durban, South Africa? If so, we want to hear from you! Webhelp is looking for a collaborative and skilled Escalation Specialist to join our inclusive and thriving team. This full-time escalation role comes with an attractive salary and benefits package. As a flexible...

  • Claims Technician Marine

    2 weeks ago

    Durban, South Africa Guardrisk Full time

    **Introduction** Full support to the underwriting and claims teams, from processing of claims and underwriting administration including new business, policy issuance, endorsements, cancellations, unpaid debit orders, renewals, outstanding debtors to loading of claims, appointment of surveyors, and drafting agreements of loss. **Role Purpose** Full support...

  • Insurance Specialist Roles

    12 hours ago

    Durban, South Africa Dixie Recruitment Full time

    We have several exciting roles in leading wealth management and insurance brokers in the Durban area. Positions available: - Commercial and Personal Lines Underwriter - Short term Claims Consultant - Corporate Benefit Specialist - Medical Aid Specialist - Broker Assistant/Administrator - Paraplanning manager **Requirements**: - Completed Matric or...

  • Retail Application IT Support Specialist

    3 weeks ago

    Durban, South Africa F & G Sourcing Specialist Full time

    Our **Retail client** is currently looking for a **Retail Application IT Support Specialist **based in **La Lucia** **Please note: Company has a vaccination policy** **Introduction**: **Environment**: - Office based. - Work in Internal IT Support Team supporting 650 retail stores and head office environment. - La Lucia, Durban. **Main Tasks and...

  • Senior Insurance Specialist

    4 days ago

    Durban, KwaZulu-Natal, South Africa Tumaini Full time

    Company Overview:Tumaini, a Financial Services Company based in Durban, is seeking an experienced insurance professional to join our team.We are looking for someone with in-depth knowledge of short-term insurance products and the ability to engage with brokers effectively.Key Responsibilities:Develop and maintain relationships with brokers and other...

  • IT Security Specialist

    2 weeks ago

    Durban, South Africa F and G Sourcing Specialist Full time

    Our reputable Retail client based in La Lucia, Durban, is seeking a skilled **IT Security Specialist **to join their team. **Salary**: R15 000 - R35 000 Per Month (based on experience) **Introduction**: The Security Specialist will provide support to infrastructure and systems at a technical/security level, mediate/facilitate with Third Parties to assist...

  • Service Consultant

    3 weeks ago

    Durban, South Africa Momentum Metropolitan Holdings 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...

  • Business Development Specialist

    7 days ago

    Durban, KwaZulu-Natal, South Africa RKL Consulting Brokers Full time

    **About RKL Consulting Brokers**RKL Consulting Brokers is a reputable organization seeking a highly skilled Sales Specialist to join our team. As a Sales Specialist, you will be responsible for day-to-day sales tasks, customer service, sales management, and communication.The role is located in Durban, with the option for some work from home. This is an...

  • Sales Specialist

    1 week ago

    Durban, KwaZulu-Natal, South Africa RKL Consulting Brokers Full time

    Company DescriptionIn search for the right candidates.Role DescriptionThis is a full-time hybrid role for a Sales Specialist at RKL Consulting Brokers. The Sales Specialist will be responsible for day-to-day sales tasks, customer service, sales management, and communication. The role is located in Durban, with the option for some work from home.Having your...

  • Insurance and Investments Specialist

    7 days ago

    Durban, KwaZulu-Natal, South Africa Ultra Personnel : Pharmaceutical, Insurance, Engineering Full time

    Role SummaryWe are seeking an experienced Insurance and Investments Specialist to join our team at Ultra Personnel. In this role, you will be responsible for providing expert advice on life and short-term insurance needs to clients across various industries.Key QualificationsMinimum 5 years' experience as a Broker Consultant or Life Insurance Agent.Prior...

  • Internal Service Consultant

    2 weeks ago

    Durban, 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...

  • Internal Service Consultant

    12 hours ago

    Durban, South Africa Momentum Metropolitan Holdings 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...

  • Financial Claims Specialist

    7 days ago

    Durban, KwaZulu-Natal, South Africa Peter Christie Insurance Brokers c c Full time

    Financial Claims SpecialistPeter Christie Insurance Brokers is seeking a skilled Financial Claims Specialist to join our team. In this role, you will be responsible for processing and settling claims, managing the claims team, and analyzing financial data to inform business decisions.About the Job:This is a mid-senior level full-time position that involves...

  • Claims Administrator

    2 weeks ago

    Durban, South Africa SRG Recruitment Full time

    Overview (Area:) Durban (Salary:) (Ref: AG) Our client requires a suitably experienced and qualified Domestic Short-Term Claims Administrator to join their team. The position requires the ability to proficiently **process claims within binder mandates**, advise and update clients on claims and claims progress, manage escalated claims (administration...

  • Technical Manager

    4 weeks ago

    Durban, South Africa Sanlam Full time

    Job Description - The position calls for a person who will provide technical underwriting expertise to assist the Regional Manager and Relationship Managers in managing their broker relationships at both a strategic and operational level with a clear focus on growth, profitability and efficiency in line with the Broker Services and Santam Commercial and...

  • Administrator in The Quotes Team

    2 weeks ago

    Durban, South Africa Sandi Crowther Recruitment Full time

    KwaZulu Natal, Durban - R 12 000 - R 15 000 Monthly Cost To Company As a Quotes Specialist, you will be the crucial link between their brokers and insurers. Your role involves running quotes with all four insurers and delivering concise cost summaries to brokers within specified turnaround times. **Requirements**: - Strong Excel skills / experience -...

  • Medical Aid and Gap Cover Administrator

    2 weeks ago

    Durban, South Africa Sandi Crowther Recruitment Full time

    KwaZulu Natal, Durban - R 20 000 **Morningside. **Established concern providing financial planning seeks competent Medical Aid and Gap Cover Administrator with exceptional administrative ability, RE1, and at least 3 experience in dealing with Medical Aid and employee benefits. **Responsibilities**: - Maintain expert product knowledge through continued...

  • Legal Case Specialist

    7 days ago

    Durban, KwaZulu-Natal, South Africa Standard Bank of South Africa Limited Full time

    At Standard Bank of South Africa Limited, we are seeking a skilled Legal Case Specialist to join our team. As a key player in our legal operations department, you will be responsible for reviewing and investigating high-risk defences and allegations, profiling delinquent home loan accounts, and escalating matters to mitigate risks and enhance the...

  • Advisor Liaison Consultant

    3 weeks ago

    Durban, KwaZulu-Natal, South Africa Ninety One Full time

    Job title : Advisor Liaison ConsultantJob Location : KwaZulu-Natal, DurbanDeadline : March 14, 2025Quick Recommended LinksJobs by Location Job by industries In this role you will:Manage flow of work items (Instructions, queries, requests) Resolve rejections via email or telephonic Manage exceptions of internal and external stakeholder Log and resolve...