Vacancies at Momentum – Customer Service Consultant

• Identify and report process and system failures and enhancements to improve client experience.
• Build and maintain relationships with clients and internal and external stakeholders.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Provide clients with the relevant information and documentation as required in line with policy guidelines.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Capture and update client information on relevant system/s, based on data received from the client.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• Take ownership of complaints and ensure they are resolved timeously and effectively.
• Escalate client queries to the relevant department or stakeholder.
• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to legislative / compliance requirements in the service process.
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.

Job Requirements:

• Proficient in English and another official South African language
• Understanding and exposure to long term insurance industry
• Business Area-specific products and procedures (advantageous)
• Computer Literacy (MS Office Suite)

Qualification & Experience:

• Tertiary qualification (advantageous)
• Matric / Grade 12
• Minimum 3 years client service experience, dealing with calls and all related admin functions in digital environment