Service Specialist

**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.

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

**Role Purpose**
- To engage with clients in an efficient manner in order to respond and resolve their queries effectively and according to service level agreements.

**Requirements**:

- Matric (Grade 12) Certificate.

Experience in a call centre/ client service environment (essential).

Insurance industry experience (desirable).

**Duties & Responsibilities**

**PROCESS**

Engage with clients in a professional and client centric manner in order to evaluate and resolve their queries within required service level agreements.

Process corrections of payments and reconciliation of accounts to ensure accurate payments to clients.

Provide clients with the relevant information and documentation as required in line with policy guidelines and within service level agreements.

Capture and update client information based on data received from the client.

Accurately complete all administrative and reporting requirements within agreed timeframes.

Adhere to compliance requirements in the service process in line with legislative requirements.

Identify and report process and system failures and enhancements to improve client experience.

**CLIENT**

Build and maintain relationships with clients, internal and external stakeholders.

Deliver on service level agreements applicable to clients, 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.

Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.

Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.

Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.

**PEOPLE**

Build strong relationships through providing specialist know-how to others, expressing positive expectations.

Positively influence and manage change and offer specialist support where required.

Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.

Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.

Take ownership for driving career development.

**FINANCE**

Identify solutions to enhance cost effectiveness and increase operational efficiency.

Implement and provide input into governance processes, systems and legislation within area of specialisation.

Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes.

Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.

**Competencies**
- Communication skills (written and verbal)

Customer service skills

Problem solving skills

Time management skills

Decision-making skills

Collaboration skills