Service Agent

**Introduction**

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and 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**

As a Service Agent within Fastlane, 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.
- Your role will entail receiving, evaluating, and responding to enquiries via various servicing channels within a fast paced, pressurized servicing environment._

In addition, you will be responsible for resolving product related queries and accurately processing information in response to requests about the Momentum product offering. As a Service Agent you will be introduced to the various processes and client interaction practices related to the Momentum range of products in order to effectively contribute to MMI's strategic objectives.

This position is based at our Head Offices in Centurion.

**Requirements**:

- Matric
- 2 Years Call Centre experience with proven knowledge of customer service principles and practices.
- Com or related business degree or diploma. (Advantageous)
- 2 years of Insurance underwriting or insurance medicals experience. (Advantageous)
- Working knowledge of medical conditions and/or terminology.

**Duties & Responsibilities**

Deliver positive and seamless customer service and support during every interaction telephonically and electronically with the client in a considerate and timely manner.Schedule appointments for client insurance medicals.

Maintain active engagement with customers and promptly act on various interaction platforms.

Contribute to the achievement of set team targets.

Research, follow-up and resolve client (internal and external) enquiries and problems through effective interaction with clients, intermediaries, service providers and other internal or external staff in a timely and professional manner.

Take responsibility for managing both reputational and financial risk as a result of interactions with both internal and external clients.

Maintain client confidentiality at all times.

Live the MMI values namely: Accountability, Diversity, Excellence, Integrity, Innovation and Teamwork.

Adhere to Client Centricity and Treating Customers Fairly Principles.

Actively improve own performance and drive own development -; including to continuously improve knowledge levels for personal growth and improvement.

Contribute to the team's success through being an effective team player.

**Competencies**
- Working with and Servicing People: Demonstrating interest in others, working effectively in teams, building team spirit, and showing care and consideration for individuals.
- Adhering to Principles and Values: Upholding ethics and values, acting with integrity and embracing diversity.
- 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.
- Presenting and Communicating of Information: Speaking clearly and fluently, expressing opinions and arguments clearly and convincingly with confidence.
- Analysing: Analysing data of a verbal and numerical nature and other sources of information, breaking information down into components, probing for further information and generating workable solutions to problems.
- Learning and Researching: Learning new tasks quickly, remembering information and gathering data for effective decision-making.
- Delivering Results and Meeting Expectations: Focusing on client needs and satisfaction, setting high standards for quality and quantity and consistently achieving set goals.
- Following Instructions and Procedures: Following instructions and procedures, adhering to schedules and demonstrating commitment to the organisation.
- Coping with Pressures and Setbacks: Working productively in a stressful environment, controlling emotions in difficult situations and handling constructive criticism effectively.
- Achieving Personal Work Goals and Objectives: Accepting and tackling demanding goals, working longer hours when necessary and identifying opportunities for progressing to more challenging roles.

**Skills**
- Excellent business writing and communication skills.
- Excellent administration skills;
- Time Management
- Proficient in English and Afrikaans - to provide exceptional quality of service telephonically and electronically.
- Proficient in Microsoft office: Excel, Word, and Outlook.