Service Specialist

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.

This role is key in ensuring Momentum Group lives up to its purpose of building and protecting our clients' financial dreams. The Service Specialist plays a vital role in bringing this to life by offering caring, efficient, and high-quality service. Being there for our clients – whether they are direct clients, advisers, or adviser assistants – and making sure their queries and concerns are resolved with understanding and care, the first time around.

Client Orientation

• Handle incoming calls, emails, and transactions that are easily finalised from clients.
• Provide accurate information on products, services, and processes.
• Resolve client complaints and escalate where necessary to relevant stakeholders.
• Apply the HEAT methodology (Hear them out, Empathise, Apologise, Take ownership), withevery interaction.
• Identify recurring client pain points and take ownership in resolving them.
• Suggest solutions to improve client experience and service excellence.
• Adhere to security and privacy protocols, consistently when dealing with client information.

Client Communication

• Use professional business language (no slang).
• Communicate precisely, avoiding jargon, and provide clear timelines.
• Close the communication loop to ensure client queries are resolved.
• Demonstrate excellent verbal and written communication skills.

Collaboration with Teams

• Work with other service teams to enhance overall client satisfaction.
• Collaborate with technical teams to troubleshoot issues and provide system feedback.
• Share insights on interactions to identify trends.
• Contribute to a qualitative way of work by identifying and reporting errors or inconsistencies- to improve client satisfaction.

Performance and Monitoring Trends

• Support management and report system errors (e.g., Vitel issues, CCF errors) and log Jiraswhere required.
  •Adhere to all the key performance indicators (productivity, rework rate, SLA etc.) for the role.

Training and Knowledge Sharing

• Share best practices and insights with colleagues.
• Utilise Knowledge Owl to ensure knowledge retention.

• Grade 12 or equivalent (with Mathematics and/or Accounting).
• Minimum two to three years' experience in the Investment, Insurance, or Financial Services industry.
• Strong background in administration and client servicing.
• Knowledge of Momentum Investments products, systems, processes, and procedures is advantageous.
• Advanced computer literacy with ability to navigate dual screens and type efficiently.
• Knowledge of digital tools, system troubleshooting, and issue resolution.
• Familiarity with compliance frameworks and legislation within the financial services industry.

Critical Thinking and Problem-Solving

• Analyse complex queries, take ownership of acknowledging the matter, and, where necessary, refer to the relevant stakeholders for further assistance.
• Identify recurring calls for similar matters and take ownership to resolve matters.

Attention to Detail and Accuracy

• Maintain meticulous standards when dealing with calls, emails andtransactions (chats).
• Every interaction needs to be dealt with the same level of consistency, embedding our values that we are obsessed with how we make our clients feel.
• The quality of our work needs to be accurate and adhere to our standard work rules and processes.

Adaptability to Technology

• Confident in using digital platforms and software.
• Quick to learn new systems and tools.

Industry and Process Knowledge

• Familiarity with investment, insurance, and financial services processes.
• Understanding of relevant legislation and terminology (POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS).

Time Management and Organisation

• Be open to a shift rotation (08:00-17:00).
• Ability to manage multiple systems at a time.
• Timekeeping is essential- be at your workstation at least five minutes before your shift starts to check all your systems.