Front Office Administrator at Momentum Metropolitan Holdings Limited

Role Purpose    

• Provide quick, accurate, and efficient administrative support to clients and intermediaries, ensuring professional service delivery within Service Level Agreements and compliance requirements.
• This includes promptly handling enquiries through various channels, educating stakeholders on group benefits and digital platforms, and delivering formal training and ongoing support to Employer Portal users when required.
• The role also focuses on promoting operational efficiency by reducing manual processes, thereby enhancing the overall client and broker experience through smart, self-service solutions.

Requirements    

Experience and Qualifications

• Matric or Grade 12 Equivalent
• 3-5 Years’ experience in Employee Benefits administration environment
• Computer literacy: MS Office suite (Word, Excel, PowerPoint, MS Teams)
• Client service experience
• Industry knowledge and product knowledge as well as relevant legislation
• Bilingual: English and Afrikaans or an African language would be an advantage

Duties & Responsibilities    

• Attend to calls and emails from clients and assist promptly with queries.
• Take ownership of all client service requests and ensure timely, effective resolution.
• Respond to and resolve basic enquiries within agreed Service Level Agreements (SLAs).
• Provide first-call resolutions for member and service provider queries.
• Escalate client queries or training issues promptly to the appropriate channel for quick resolution, where necessary and follow-through until resolved.
• Ensure principles of Treating Customers Fairly (TCF) are applied in all interactions.
• Promote digital services and provide digital platform training to employers (ERP) and members (SBS, Smart Move, App, etc).
• Capture details accurately on relevant systems as per client request.
• Ensure documentation is completed correctly as per requirements and inform client accordingly.
• File and maintain documentation for easy access by team members.
• Reduce manual administration for ERP clients where possible.
• Adhere to all relevant legislative and compliance requirements.
• Ensure policies and procedures are followed; take corrective action where necessary.
• Mitigate and escalate risks as required.
• Communicate any risks identified for corrective actions to be taken.
• Actively work towards minimising Profit & Losses, escalations/complaints and reworks
• Identify and escalate process/system inefficiencies.
• Build and maintain strong relationships with clients and internal/external stakeholders.
• Provide accurate information to clients and stakeholders.
• Impart knowledge of Momentum Corporate processes via training, coaching, and support.
• Create and maintain collaborative relationships with internal teams for effective servicing and navigation.
• Identify and report process/system failures to improve client experience.
• Make recommendations to improve client service and fairness.
• Manage/handle financial and other company resources (including assets) responsibly.
• Keep abreast of product changes to assist clients effectively.
• Continuously develop professional, industry, and legislative knowledge.
• Contribute to innovation through sharing and implementing new ideas.
• Take ownership of career development and positively influence change initiatives.
• Collaborate with peers to drive effective teamwork.
• Display and live company values in all interactions.

Competencies    

Core Competencies

• Customer/client orientation.
• Attention to detail.
• Planning and organising skills.
• Accountability.
• Adaptability.
• Strong verbal and written communication.
• Teamwork.
• Problem-solving skills.

Closing Date    

• 2026/08/25