Service Consultant X6 at Metropolitan

Role Purpose    

• Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.

Requirements    

• Matric
• 1 – 2 years of Momentum Medical Scheme experience is essential
• Relevant tertiary qualification would be an advantage
• 2 - 3 years of client service experience
• Good understanding of the industry would be an advantage
• Knowledge of Momentum Health product would be an advantage
• Knowledge of Oracle System would be an advantage

Duties & Responsibilities    

• Identifying risks to the company and escalate accordingly
• Engaging in effective communication and delivery according to Service Level Agreements
• Maintaining a consistent service delivery to ensure client retention and satisfaction
• Obtaining and maintaining broad product and industry knowledge in order to effectively and accurately respond to customer queries
• Ensuring Service Level Agreements are met and exceeded at all times
• Providing first time resolution on queries of a complex nature
• Dealing promptly with client requests in a competent, efficient and professional manner
• Driving and supporting effective teamwork within the department
• Engaging in appropriate training interventions to promote own professional development
• Ensuring to demonstrate the company's values on a daily basis
• Recording of all queries and interactions with customers onto the workflow system
• To ensure the required turnaround time is met
• To ensure that all correspondence sent out is of the highest quality

Competencies    

• A strong understanding of the medical aid and short term insurance industry will be advantageous
• Take ownership of all queries and ensure that they are resolved timeously and effectively
• Complete documentation as per departmental guidelines in order to meet client needs
• Utilise IT systems effectively, to ensure accuracy of documentation
• Adhere to organisational best practice and legislative requirements
• Adhere to policies and procedures and take corrective action where necessary
• Ensure all risks are mitigated and escalated where necessary
• Ability to provide quality written feedback to clients on queries raised via email, fax or post

Closing Date    
2023/04/26