Client Care Specialist

2 weeks ago

Centurion, South Africa Momentum Metropolitan Holdings Full time

-Introduction

Through our client-facing brands Metropolitan and Momentum, with Momentum Multiply (our wellness and lifestyle rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.
Role Purpose
Provide quick and accurate resolution of client complaints according to policy, procedures, legislative / compliance requirements and within Service Level Agreements.
Requirements
- Matric or equivalent
- Formal Business-related qualification
- 3-5 years’ experience in a related role dealing with complaints or client service queries
- Experience in the insurance industry
- Relevant product training
- Relevant systems and processes
- Specific licensing or registration: FAIS related qualification
- Written and verbal communication
- Problem solving
- Action-oriented
- Detail-oriented
- Collaboration and teamwork
- Time management
- Negotiation
- Influence
- Planning
- Display initiative
- Work independently
- Interpersonal
- Active listening
- Empathy
- Sound knowledge of complaints management framework, procedures, and processes
- Technical knowledge of processes and legislation Sound knowledge of business products and associated rules.
- Computer Literacy and other business-specific software
- Knowledge of relevant legislation
- Knowledge of compliance and risk mitigation
- In depth knowledge of the products in the business
Duties & Responsibilities

**INTERNAL PROCESS**
- Take ownership of all complaints received from clients and ensure they are resolved timeously and effectively.
- Take ownership for escalated complaints from clients, social media, media and regulatory bodies to resolve complaints.
- Evaluate complaints and provide recommendation to resolution based on product information, service procedures, complaints procedures and in light of legislative and organisational requirements.
- Communicate progress and resolution to clients in accordance with agreed standards and practices.
- Partner with various stakeholders to address escalated complaints and provide resolution to clients, regulators or other stakeholders.
- Provide insight on service failures or complaint trends and make recommendations to enhance service or process.
- Escalate complaints unable to be resolved to the relevant stakeholders to collectively reach conclusion.
- Provide input and make recommendations to complaints framework and approach to enhance client experience.
- Act as key contact to client to ensure complaints are resolved and client relationship is maintained aligned with desired client experience.
- Act as advisor to internal parties in understanding client experience, service failures, complaints to improve business processes and practice and resolve client complaints.
- Ensure accurate record keeping and enable reporting through data management.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to all relevant legislative / compliance requirements.
- Identify and report process and system failures and enhancements to improve client experience.

**CLIENT**
- Provide authoritative, expertise and information 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 effectiveness and increase operational efficiency.
- Manage financial and other company resources under your control with due respect.
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
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,
- Making Decisions: Is determined and decides on act

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