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**:

- 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.
- Dual-screen navigation and typing skills at an advanced level.
- Microsoft Office suite (Excel, Word, Outlook and Teams) at an intermediate level.

**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

**Duties & Responsibilities**
- Passionate about service and service excellence - with a “will do, can do” attitude - demonstrating determination and encourage others to achieve excellence in every task, action and/or interaction.
- Working with and servicing people - demonstrating an interest in others, working effectively in teams, building team spirit - showing care and consideration for individuals.
- Has the ability to work well both under supervision as a member of a team, as well as independently.
- Relating and networking - establishing effective relationships with clients and colleagues, networking effectively within and outside of the organisation and relating well to individuals at all levels.
- Highly organised, professional, efficient and effective, with a sense of urgency and excellent time management.
- Very high attention to detail and quality work output.
- Honesty and integrity - Respect for the confidentiality of our clients’ and Momentum Metropolitan’s affairs.
- Resilience and adaptability - the ability to overcome obstacles and delivers results by showing tenacity; coping with pressures and setbacks by working productively in a stressful environment.
- Adhering to Principles and Values - upholding ethics and values, acting with integrity and embracing diversity.
- Presenting and communicating information - speaking and writing clearly and fluently, with the ability to relay information in a constructive and confident manner.
- Analysing data of a verbal and numerical nature as well as other sources of information, breaking information down into components, probing for further information and generating workable solutions to problems.

**Competencies**
- Examining Information : Analyses and processes information asks probing questions strives to find solutions to problems, Documenting Facts : Writes fluently when documenting facts understands arguments logically focuses on finding facts, Establishing Rapport : Builds rapport and puts people at ease is engaging and welcomes people finds it easy to make friends, Articulating Information : Is articulate in giving presentations is eloquent and explains things well projects social confidence when articulating information, Showing Composure : Stays calm and relaxed during events is not worried a

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