Internal Service Consultant at Momentum Metropolitan Holdings Limited

Role Purpose    

• To provide resolution and support of high level and escalated queries received from key contacts at employer groups/brokers/planners/financial advisors and administrative support to ensure client retention, development and maintenance of an allocated portfolio of clients.
• Maintaining key relationships with stakeholders to ensure optimal service delivery and to always provide continuous backup service to the Account Executives.

Requirements    

• Grade 12
• Minimum 5 years' experience in the Medical Scheme Administration industry, preferably in customer service environment
• Advanced MS Excel is essential
• Intermediate MS Office is essential
• 3 - 5 years' experience with Momentum Health / Health4Me is essential
• Proficiency in Business Objects is preferred
• Experience interacting at a senior level with companies and brokers an advantage
• Good understanding of the Medical Schemes Industry
• Experience in a client facing role and correspondence/ business writing
• Fluent in English language is essential
• Wealth Management and RE Advantageous
• Code 8 driver's license and own vehicle (advantageous)

Duties & Responsibilities    

• Ensure queries and problems are resolved accurately and timeously and within SLA to Accounts Executive, employer groups, brokers and members
• Present Momentum products, hold training sessions with employer groups, assist with wellness events and assist with on-site query resolution sessions
• Manage employer group and Financial Advisor web registrations and web related issues
• Promote, encourage and drive digital platforms engagement aligned with business strategy
• Ensure relationships with key clients are positive and productive
• Facilitate and mobilize billing discrepancies to resolution
• Liaise with relevant stakeholders to support query resolution
• Responsible for problem solving at all levels
• Identify the root cause of the problem and ensure that the appropriate recovery measures and plans are implemented
• Manage and monitor service standards, targets and service level agreements (SLAs)
• Maintain a record of escalated queries, complaints and the corrective action taken to resolve problematic areas within the business
• Maintain effective and efficient record keeping on the relevant system(s)
• Written and verbal communication at both executive and member level
• Management of relationships with brokers and clients to ensure optimal service delivery
• Collaborate with relevant business units by sharing best practices and knowledge to enhance service delivery
• Manage high level unresolved queries/disputes from Business heads (RM/Sales/AE)
• Manage high level unresolved queries from Employer Groups, Financial Advisors & Union
• Identify areas where training is required to improve service levels
• Build and maintain relationships with clients and internal and external stakeholders
• Facilitate and/or hold helpdesk and wellness sessions on-site or virtually
• Ensure sustainability of the product by advocating the use of the employer zone portal to appropriate clients
• Facilitate and manage the year-end process from end-to-end: Revision process of broker spreadsheets, QA broker spreadsheets, manage and process option changes and income spreadsheets/updates for MMS and H4Me
• New client engagement onboarding and monthly client engagement follow-up

Competencies    

• Excellent Communication Skills
• Good time management skills
• Planning and organizing
• Initiative and pro-active
• Creative problem solving
• Analytical thinking
• Work scheduling
• People skills
• Stress tolerance
• Accountability
• Accurate and precise
• Solution driven
• Self-motivated
• Good interpersonal skills
• Strong networking skills
• Excellent problem-solving skills
• LinkedIn Dashboard
• Health Solutions

Closing Date    

• 2026/06/17