Internal Service Consultant

**Introduction**
- Through our client-facing brands Momentum Group, 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. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.

**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.

**Role Purpose**
- To provide resolution and support of high level and escalated queries received from key contacts at employer groups/brokers/planners/financial advisors and administrative support to ensure client retention, development and maintenance of an allocated portfolio of clients. Maintaining key relationships with stakeholders to ensure optimal service delivery and to always provide continuous backup service to the Account Executives.

**Requirements**:

- Grade 12
- Minimum 5 years' experience in the Medical Scheme Administration industry, preferably in customer service environment
- Advanced MS Excel is essential
- Intermediate MS Office is essential
- 3 - 5 years' experience with Momentum Health / Health4Me is essential
- Proficiency in Business Objects is preferred
- Experience interacting at a senior level with companies and brokers an advantage
- Good understanding of the Medical Schemes Industry
- Experience in a client facing role and correspondence/ business writing
- Fluent in English language is essential.
- Wealth Management and RE Advantageous
- Code 8 driver's license and own vehicle (advantageous)

**Duties & Responsibilities**
- Ensure queries and problems are resolved accurately and timeously and within SLA to Accounts Executive, employer groups, brokers and members
- Present Momentum products, hold training sessions with employer groups, assist with wellness events and assist with on-site query resolution sessions
- Manage employer group and Financial Advisor web registrations and web related issues
- Promote, encourage and drive digital platforms engagement aligned with business strategy
- Ensure relationships with key clients are positive and productive
- Facilitate and mobilize billing discrepancies to resolution
- Liaise with relevant stakeholders to support query resolution
- Responsible for problem solving at all levels
- Identify the root cause of the problem and ensure that the appropriate recovery measures and plans are implemented
- Manage and monitor service standards, targets and service level agreements (SLAs)
- Maintain a record of escalated queries, complaints and the corrective action taken to resolve problematic areas within the business
- Maintain effective and efficient record keeping on the relevant system(s)
- Written and verbal communication at both executive and member level
- Management of relationships with brokers and clients to ensure optimal service delivery
- Collaborate with relevant business units by sharing best practices and knowledge to enhance service delivery
- Manage high level unresolved queries/disputes from Business heads (RM/Sales/AE)
- Manage high level unresolved queries from Employer Groups, Financial Advisors & Union
- Identify areas where training is required to improve service levels
- Build and maintain relationships with clients and internal and external stakeholders
- Facilitate and/or hold helpdesk and wellness sessions on-site or virtually
- Ensure sustainability of the product by advocating the use of the employer zone portal to appropriate clients
- Facilitate and manage the year-end process from end-to-end: Revision process of broker spreadsheets, QA broker spreadsheets, manage and process option changes and income spreadsheets/updates for MMS and H4Me
- New client engagement onboarding and monthly client engagement follow-up

**Competencies**
- Excellent Communication Skills
- Good time management skills
- Planning and organizing
- Initiative and pro-active
- Creative problem solving
- Analytical thinking
- Work scheduling
- People skills
- Stress tolerance
- Accountability
- Accurate and precise
- Solution driven
- Self-motivated
- Good interpersonal skills
- Strong networking skills
- Excellent problem-solving skills