Service Account Manager MMH250825-2

Role Purpose

As a Service Account Manager (SAM) at Momentum Wealth Specialised Investments (SI), you will play a pivotal role in representing our brand to esteemed Financial Advisers. Your primary goal will be to foster client loyalty and maximise satisfaction by consistently delivering exceptional, world-class service, of the highest quality, in every interaction. You will embody the principle that investing is personal, emphasising our commitment to caring for our clients and their needs.

Key Responsibilities Of Your Role Include

• Relationship Building: Cultivating strong, trusting relationships with a portfolio of Financial Advisers and their administrative teams. You will engage regularly to enhance their experience, foster loyalty, and support your Advisers in choosing and retaining Momentum Wealth as their service provider of choice.
• Client Engagement: Ensuring that every interaction reflects our dedication to exceptional service. You will go above and beyond to make Advisers, and their clients feel valued and understood, demonstrating that our service commitment is central to everything we do.
• Digital Adoption Promotion: Actively promoting and encouraging the adoption of our digital offerings. You will collaborate closely with Advisers, their admin staff, and Channel Partners to help increase the efficiency and accessibility of our digital solutions, ensuring that our partners are well-equipped to thrive in a digital-first environment.
• Inquiry Management: Handling inquiries and processing instructions across multiple servicing channels in a fast-paced environment. You will ensure that all requests are evaluated and responded to promptly, maintaining the quality and timeliness that defines our service standards.
• Accurate Processing: Managing the accurate processing of client instructions that have not yet transitioned to digital methods. You will adhere to defined processes and procedures, ensuring compliance with quality standards and turnaround times.
• Complex Query Resolution: Addressing and resolving complex queries related to Wealth products. Your expertise and problem-solving skills will be essential in maintaining the trust and satisfaction of both Advisers and their clients.

Through these responsibilities, you will contribute significantly to Momentum Wealth's mission to provide legendary service, enhancing the client experience and driving business growth. Your efforts in building relationships and promoting digital solutions will be instrumental in solidifying our position as the preferred service provider for Financial Advisers.

Requirements
To qualify for the Service Account Manager position at Momentum Wealth's Specialised Investments (SI) service, the following experience and qualifications are required:

Relevant Experience

• Investments Service: A minimum of 3 to 5 years of practical and relevant experience within the Momentum Investments service area. Familiarity with the four functional lines (Wealth, MWI, MCI, and Annuities) is advantageous, along with product, process, procedure, and system knowledge.
• Industry Experience: At least 10 years of practical and relevant experience within the broader Investment, Insurance, and Financial Services industry. Demonstrated excellence in administrative tasks and innovative client servicing and support, with experience in the investment industry (LISP) considered a plus.
• Key Account Management: Proven experience in an investment service environment where you were directly linked to a key account portfolio. This should include building strong relationships, providing personalised service, facilitating ease of business, and growing and maintaining the account.

Relevant Knowledge

• Financial Services Industry Knowledge: In-depth understanding of the financial services industry, including current trends, challenges, and opportunities. This knowledge is vital for providing informed service to clients.
• Investment Products: Comprehensive knowledge of various investment products, including their features, benefits, risks, and specifics. Familiarity with product types such as unit trusts, ETFs, structured products, personal share portfolios, living annuities and retirement annuities is essential.
• Relevant Product Knowledge: Understanding specific products offered by Momentum Wealth within the investment space, including features, advantages, limitations, and how to align these products with client needs.
• Business Procedures and Processes: Sound understanding of business-related procedures and processes within the financial services context, ensuring efficient service delivery and operational effectiveness.
• Complaints Handling Processes: Knowledge of complaints handling processes and procedures, including effective strategies for resolving client issues. This includes understanding escalation procedures, documentation requirements, and strategies for recovering client trust.

Digital Skills

• Familiarity with and knowledge of digital capabilities in service delivery. Experience in using technology effectively to enhance client experiences.
• Tech Proficiency: Being tech-savvy with the ability to troubleshoot and resolve issues efficiently. A strong aptitude for finding workable solutions using technology.

Regulatory and Compliance

• Knowledge of relevant regulatory frameworks and compliance requirements that govern the financial services industry.
• Comprehensive knowledge and understanding of legislation within the insurance and investment industries, including but not limited to:
• Protection of Personal Information Act (POPIA), General Data Protection Regulation (GDPR), Treating Customers Fairly (TCF), Financial Intelligence Centre Act (FICAA), Know Your Customer (KYC), Anti-Money Laundering (AML), Foreign Account Tax Compliance Act (FATCA), Common Reporting Standard (CRS), Financial Advisory and Intermediary Services Act (FAIS), etc.

Educational Background

• A minimum of a Grade 12 certificate is non-negotiable.
• A Bachelor of Commerce in Finance/Investments or related degree or relevant tertiary qualifications is advantageous.

Learning Agility

• Demonstrated ability to quickly learn and understand new systems and processes with confidence and ease.

Computer Literacy And Skills

• Advanced dual-screen navigation and typing skills.
• Proficiency in the Microsoft Office suite (Excel, Word, PowerPoint, Outlook, and Teams) at an advanced level.

Duties and Responsibilities

• Exceptional Customer Service: Deliver positive, seamless, and professional customer service in every interaction, ensuring your responses are timely and considerate.
• Consistent Client Experience: Maintain a differentiated client experience even in a pressurized, fast-paced, and deadline-driven environment.
• Thoughtful Communication: Compose personalised, thoughtful telephonic and email responses tailored to the diverse needs of clients.
• Client Confidentiality: Uphold client confidentiality in all interactions and processes, reinforcing trust and security.
• Adviser Portfolio Responsibility: Manage your own portfolio of Advisers while collaborating effectively with the broader SI service team to ensure uninterrupted service delivery.
• Accurate Processing: Capture and process valid client instructions accurately and efficiently on the first attempt, consistently exceeding service-level timelines and quality standards.
• Information Gathering: Request and gather any necessary information and documentation, adhering strictly to legislative, compliance, and risk guidelines.
• Client Communication: Keep clients (Advisers, admin staff, and Channel Partners) informed throughout the process, ensuring they are aware of every step taken.
• Digital Adoption Support: Promote and guide your Adviser portfolio and stakeholders towards digital solutions. Work collaboratively to identify challenges and develop effective solutions, troubleshooting digital obstacles to enhance adoption.
• Team Collaboration: Support your Wealth service team in processing tasks as needed, contributing to a collective effort to create a centre of excellence in service delivery.
• Regulatory Compliance: Adhere consistently to all product, legislative, risk, and compliance processes and procedures.
• Client-Centric Principles: Implement Client Centric and Treating Customers Fairly principles in all dealings to ensure fair and transparent service.
• Risk Management: Take personal responsibility for managing reputational and financial risks related to client interactions and instruction processing.
• Performance Accountability: Own personal responsibility for meeting daily and monthly targets related to production, quality, and client satisfaction.
• Team Contributions: Actively contribute toward the Wealth and SI teams' goals, taking joint responsibility for achieving collective deliverables.
• Problem Resolution: Research, follow up, and resolve client inquiries efficiently, involving all relevant stakeholders and providing continuous feedback.
• Client Service Improvement: Participate in initiatives to identify improvements that enhance the client service experience, increase operational efficiency, and mitigate risks.
• Self-Development: Commit to personal growth by actively seeking opportunities for improvement in knowledge and skills relevant to your role.
• Expertise Development: Continuously enhance your professional understanding of products, processes, compliance, and industry legislation to provide informed service.
• Alignment with Values: Embrace and embody the Momentum Group values: Accountability, Diversity, Excellence, Integrity, Innovation, and Teamwork in all aspects of your role.

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