Correspondence Service Consultant

**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 businesses 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. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities, and businesses.**Role Purpose**
- Provide an effective and efficient service to clients by receiving, evaluating and responding to telephonic & written enquiries within stipulated Service Level Agreement requirements.**Requirements**:
**Qualifications**:

- Matric or equivalent

**Experience**:

- Minimum of 2 to 3 years’ experience in dealing with client queries.
- Strong Communication skills Verbal and written.
- Ability to distil critical information out of a communication.
- Strong Customer Service and problem solving orientation.
- Proficient in English and another official South African language (e.g. Zulu, Xhosa etc.).
- Solid stakeholder engagement skills (internal & external) MS Office Suite Word, Excel).

**Duties & Responsibilities**

**Internal Process**:

- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement
and quality standards.
- Take ownership of complaints and ensure they are resolved timeously and effectively.
- Provide clients with the relevant information and documentation as required in line with policy guidelines.
- Capture and update client information on relevant system/s, based on data received from the client.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to legislative / compliance requirements in the service process.
- Identify and report process and system failures and enhancements to improve client experience.

**Client**:

- Investigate client queries within the agreed service level and ensure that the client receives timeous feedback.
- Escalate client queries to the relevant department or stakeholder.
- Provide authoritative, expertise and advice 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**:

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

**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.

**Competencies**
- Business Acumen
- Client/Stakeholder Commitment
- Drive for Results
- Collaboration
- Impact and Influence
- Self-Awareness and Insight
- Diversity and Inclusiveness
- Growing Talent
- Problem Solving
- Attention to detail