Service Specialist

2 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**
- INTERNAL PROCESS Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards. Take ownership of complaints and ensure they are resolved timeously and effectively. Provide clients with the relevant information and documentation as required in line with policy guidelines. Capture and update client information on relevant system/s, based on data received from the client. Accurately complete all administrative and reporting requirements within agreed timeframes. Adhere to legislative / compliance requirements in the service process. Identify and report process and system failures and enhancements to improve client experience. CLIENT Investigate client queries within the agreed service level and ensure that client receives timeous feedback. Escalate client queries to the relevant department or stakeholder. Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services. Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets. Provide authoritative, expertise and advice to clients and stakeholders. Build and maintain relationships with clients and internal and external stakeholders. Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed. Make recommendations to improve client service and fair treatment of clients within area of responsibility. Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service. PEOPLE Develop and maintain productive and collaborative working relationships with peers and stakeholders. Positively influence and participate in change initiatives. Continuously develop own expertise in terms of professional, industry and legislation knowledge. Contribute to continuous innovation through the development, sharing and implementation of new ideas. Take ownership for driving career development. FINANCE Contribute to the financial planning process within area. Identify opportunities to enhance cost effect

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