Client Care 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**
- Provide quick and accurate resolution of client complaints according to policy, procedures, legislative / compliance requirements and within Service Level Agreements. Focuses on building and maintaining trusted relationships with clients, ensuring their needs are met and their experience with the company is of a high caliber and standard. A Client care specialist serves as the primary point and contact in complaints handling from levels 2-4. This specialist provides support, root cause analysis, supports the resolution of the complaint and bears the interest of the client and the company in mind while adhering to regulatory and compliance standards.

**Requirements**:

Formal qualifications**
ImportanceMatricEssentialDegree related to regulatory, compliance and/or complaints managementDesirableOn-the-job training / qualifications**
ImportanceKnowledge of all Retail products (Traditional, Myriad and Investo)EssentialUsage and knowledge of Retail systems and processes (Traditional, Myriad and Investo)EssentialSpecific licensing or registration**
ImportanceFAIS related qualificationDesirable**Experience**

5 - 10 years experience in a related role dealing with complaints, in Momentum retail products.Experience in the insurance industry preferably within Momentum retail.

**Duties & Responsibilities**

**INTERNAL PROCESS**
- Take ownership of all Regulatory complaints handling including social media complaints, and ensurse they are resolved timeously and effectively and according to the Policyholder Protection Rules as well as any and all regulatory and compliance standards.
- Evaluate complaints independently and provide recommendation to resolution based on product information, service procedures, complaints procedures and in light of legislative and organisational requirements.
- Communicate progress and resolution to clients in accordance with agreed standards and practices.
- Partner with various stakeholders to address escalated complaints and provide resolution to clients, regulators or other stakeholders.
- Provide insight on service failures or complaint trends and make recommendations to enhance service or process.
- Provide input and make recommendations to complaints framework and approach to enhance client experience.
- Act as key contact to client to ensure complaints are resolved and client relationship is maintained aligned with desired client experience.
- Act as advisor to internal parties in understanding client experience, service failures, complaints to improve business processes and practice and resolve client complaints.
- Ensure accurate record keeping on Dynamics and workflow system to enable reporting through data management.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to all relevant legislative / compliance requirements.
- Identify and report process and system failures and enhancements to improve client experience.

**CLIENT**
- Provide authoritative, expertise and information 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.
- Support restoration of trust where it has been damaged or broken.

**PEOPLE**
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Take ownership for driving career development.

**Risk**
- Identify opportunities to enhance cost effectiveness and increase operational efficiency.
- Manage company resources under your control with due respect.
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

**Competencies**

**Knowledge**

Sound knowledge of complaints management framework, procedures and processes.Technical knowledge of processes and legislation

Sound knowledge of business products and associated rules.

Computer Literac