Service Account Manager: Death Claims

Introduction

Through our client-facing brands and our other specialist brands, Momentum 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. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities and businesses.

Disclaimer

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

Role Purpose

As a Service Account Manager (SAM) at Momentum Wealth Specialised Investments, you will serve as a brand ambassador to our top Financial Advisers. Your primary focus is to drive client loyalty and satisfaction by delivering consistent, world-class service, showing that we care and that with us, investing is personal.

You'll be responsible for building strong relationships with a panel of Financial Advisers and their admin teams to retain and grow business, positioning Momentum Wealth International as their preferred partner. A key part of your role includes championing digital adoption by partnering with Advisers, their offices, and Channel Partners to drive usage of our digital tools and platforms.

In this fast-paced servicing environment, you'll manage incoming enquiries and instructions via various channels, process client instructions not yet done digitally, and resolve complex SI product-related queries — all while ensuring adherence to process, procedure, quality, and turnaround standards.

Requirements

Qualifications:

• Grade 12 certificate (mandatory)

• Bachelor of Commerce degree in Finance, Investments, or a related field
  
  (advantageous)

Experience:

Investment Service Experience:

• A minimum of 3 to 5 years of hands-on, relevant experience within the Momentum Investments service environment.

• Exposure to the four functional areas — Wealth, MWI, MCI, and Annuities —
  
  will be advantageous.

Industry-specific Experience:

• Minimum of 10 years of hands-on, relevant experience within the broader Investment, Insurance, and Financial Services sectors. Strong track record in delivering high-quality administrative support and client service, with
  
  innovative approaches to client engagement. Experience within the LISP environment will be advantageous.

• Practical experience in an international investment service environment will be
  
  advantageous.

Key Account Management:

• Solid experience in an investment service role focused on managing a key account portfolio. This includes building and nurturing strong client relationships, delivering personalised service, simplifying processes to support
  
  ease of business, and actively maintaining and growing the account.

Digital Proficiency:

• Strong working knowledge of digital tools and platforms used in service delivery, with a demonstrated ability to enhance the client experience through technology.

• Comfortable troubleshooting technical issues and applying digital solutions effectively to streamline processes.

Adaptability & Learning Agility:

• Proven ability to rapidly understand and adapt to new systems, processes, and tools with confidence and ease.

• Displays a growth mindset and a readiness to take on new challenges in a dynamic environment.

Knowledge:

Financial Services Industry Insight:

• Strong understanding of the financial services landscape, with awareness of prevailing trends, challenges, and emerging opportunities.

Investment Product Expertise:

• Extensive knowledge of a broad range of investment products, including their features, advantages, and associated risks.

• Well-versed in unit trusts, ETFs, structured products and personal share portfolios.

Momentum Wealth Product Familiarity:

• Thorough understanding of Momentum Wealth's product offerings, with the ability to align solutions to meet specific client needs. (Advantageous).

Operational Processes and Procedures:

• Solid grasp of core business processes and procedures within a financial services environment, contributing to efficient and compliant service delivery.

Client Complaint Resolution:

• Familiarity with complaints management protocols, including escalation procedures, documentation standards, and effective resolution approaches to maintain client trust.

Regulatory & Compliance Awareness:

• Well-versed in regulatory requirements and compliance obligations within the financial sector, with a comprehensive understanding of key legislation including the 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), and the Financial Advisory and Intermediary
  
  Services Act (FAIS).

Technical & Computer Proficiency:

• Advanced navigation skills in dual-screen environments and strong typing capabilities.

• Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and Teams at an advanced level.

Duties & Responsibilities

Client Relationship Management:

• Adviser Portfolio Management: Take full ownership of a dedicated portfolio of Financial Advisers while collaborating closely with the broader Momentum Wealth service team to ensure consistent, uninterrupted support.

• Thoughtful Communication: Provide personalised, professional responses via phone and email that are tailored to the unique needs of Advisers and their clients.

• Client Engagement: Maintain proactive, clear, and consistent communication with Advisers, their admin teams, and Channel Partners throughout all processes.

• Client Confidentiality: Handle all client information with the utmost confidentiality to uphold trust and data security.

Service Excellence:

• Exceptional Customer Service: Deliver professional, efficient, and positive service in every interaction, ensuring that queries and requests are handled with care and urgency.

• Consistent Client Experience: Ensure consistent, high-quality service experience even in highpressure, fast-paced, and deadline-driven environments.

• Client-Centric Approach: Apply Client Centric and Treating Customers Fairly (TCF) principles in all engagements, ensuring fairness and transparency.

Instruction Processing & Operational Efficiency:

• Accurate Instruction Processing: Accurately capture and process valid client instructions on the first attempt, meeting or exceeding defined service-level agreements consistently.

• Information Collection: Request and compile necessary documentation in line with legislative, compliance, and risk protocols.

• Problem Resolution: Investigate, follow up, and resolve client enquiries efficiently, engaging relevant stakeholders and ensuring continuous feedback is provided.

• Process Improvement: Participate in service enhancement initiatives to improve client experience, operational efficiency, and risk mitigation.

Digital Enablement:

• Digital Adoption Support: Encourage and guide Advisers and stakeholders in using digital solutions. Identify challenges and work collaboratively to implement improvements, resolve issues, and promote digital engagement.

Compliance & Risk Management:

• Regulatory Adherence: Consistently comply with all product rules, legislation, risk frameworks, and compliance procedures.

• Risk Ownership: Actively manage reputational and financial risks associated with client interactions and instruction processing.

Teamwork & Collaboration:

• Cross-Team Collaboration: Support the Wealth teams in shared processing responsibilities, contributing to the goal of becoming a centre of excellence.

• Shared Accountability: Work towards team targets and take joint ownership of achieving collective outcomes and service standards.

Performance & Growth:

• Target Achievement: Take responsibility for achieving personal daily and monthly performance goals related to productivity, service quality, and client satisfaction.

• Continuous Learning: Pursue ongoing self-development and stay updated on products, processes, compliance, and industry regulations to strengthen service delivery.

• Professional Development: Commit to building expertise and broadening knowledge to provide informed, value-adding service.

Values & Behaviour:

• Momentum Group Values: Demonstrate and promote the organisation's core values— Accountability, Diversity, Excellence, Integrity, Innovation, and Teamwork—in every aspect of your role.

Competencies

• Service Mindset: Shows a genuine passion for helping others and always aims to deliver excellent service. Has a positive, can-do attitude that motivates others.

• Teamwork and Collaboration: Works well with colleagues and stakeholders. Builds strong relationships and contributes to a supportive team environment.

• Proactive and Adaptable: Takes initiative to offer personalised service and easily adjusts to change, seeing it as a chance to learn and grow.

• Independent and Collaborative: Comfortable working on tasks alone or as part of a team, and knows when to ask for help or take the lead

• Relationship Building: Builds strong, professional relationships with people at all levels, both inside and outside the organisation.

• Good Organisation: Stays organised, works efficiently, and manages time well to meet deadlines and priorities.

• Detail-Oriented: Pays close attention to detail to ensure work is accurate and of high quality, which helps build trust with clients.

• Honest and Trustworthy: Acts with honesty and integrity, always respecting client confidentiality and upholding the values of the business.

• Resilient and Determined: Stays focused and productive, even when facing challenges or pressure.

• Ethical and Values-Driven: Follows company values and ethical standards, treating everyone with respect and promoting inclusion.

• Clear Communication: Communicates clearly and confidently, both in writing and speaking, and shares information in a helpful, respectful way.

• Analytical Thinking: Can work through data and information to solve problems, ask the right questions, and come up with practical solutions.