Client Service Specialist

3 weeks ago

Bloemfontein, Orange Free State, South Africa MMI Holdings Ltd Full time
Job Title: Client Service ConsultantDescription

As a Client Service Consultant, you will provide comprehensive service to clients, processing administrative tasks according to agreed standards and turnaround times. This role is responsible for improving client retention and repeat business opportunities.

Key Responsibilities
  1. Client Information Management: Accurately capture client information on relevant systems.
  2. Client Request Fulfillment: Execute client requests within agreed timeframes, quality standards, and legislation.
  3. Administrative Task Execution: Handle all administrative tasks according to agreed standards and turnaround times.
  4. Client Engagement: Engage with clients in a client-centric manner to improve client retention and repeat business activities.
  5. Query Resolution: Resolve client queries and follow up to ensure queries are resolved timeously and effectively.
  6. Documentation Accuracy: Ensure accurate completion of documentation as per service level agreement to meet client needs.
  7. Service Improvement: Effectively utilize client service interactions to improve client retention and repeat business activities.
  8. System Utilization: Effectively use administration systems to ensure accuracy of documentation.
  9. Client Service: Provide effective, efficient, and professional service to all clients and offices, both telephonically and through written correspondence.
  10. Enquiry Handling: Handle urgent and complex enquiries and requests received telephonically and via email.
  11. Relationship Building: Build and maintain relationships with clients and internal and external stakeholders.
  12. Client Service Standards: Contribute to the development of client service standards to ensure clients receive clear and accurate information and are kept informed at all times.
  13. Service Level Agreements: Manage the delivery on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed.
  14. Client Service Improvement: Make recommendations to improve client service and fair treatment of clients within the area of responsibility.
  15. Client Service Culture: Participate and contribute to a culture that builds rewarding relationships, facilitates feedback, and provides exceptional client service.
  16. Policy Transaction Processing: Process the relevant policy transactions per client interaction.
  17. Specialist Support: Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
  18. Change Management: Positively influence and manage change and offer specialist support where required.
  19. Continuous Innovation: Contribute to continuous innovation through the development, sharing, and implementation of new ideas and involvement of colleagues and staff.
  20. Governance Processes: Implement and provide input into governance processes, systems, and legislation within the area of specialization.
  21. Risk Identification: Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes.
  22. Risk Communication: Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.
Key Competencies
  1. Business Acumen
  2. Client/Stakeholder Commitment
  3. Drive for Results
  4. Diversity and Inclusiveness
  5. Collaboration
  6. Impact and Influence
  7. Self-Awareness and Insight

We are MMI Holdings Ltd, a leading financial services brand in South Africa, operating in 8 African countries. Our company provides comprehensive financial solutions that meet the needs of low-income clients.

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