Service Recovery Specialist at Momentum Metropolitan Holdings Limited

Role Purpose    

• Resolution of high level and escalated queries and retention of current membership base including social media, hello Peter, Business escalation and complementary products.

Requirements    

• Matric or Grade 12
• Diploma will be an advantage.
• 3–5 year's medical aid industry experience
• Business communications skills.
• Complementary product knowledge is essential
• Social media knowledge is essential.

Duties & Responsibilities    

• Handling high level unresolved queries/disputes arising from clients.
• Ensure that the appropriate service recovery measures and plans are implemented to handle member escalations.
• Liaising with the departments that do not meet the standards ofservice as laid down in Scheme service level agreements.
• Ensuring that the recommended corrective measure to the defaulting departments does not take place
• Identify areas where training is required to improve service levels.
• Identify process and system shortfalls in order to improve efficiencies.
• Reduce repeat calls and volumes into the business.
• Building and maintaining relationships with coaches, service managers & heads of thevarious business units.
• Compilation of service recovery and retentions reports.
• Keeping a record of escalated queries, complaints and the corrective action taken to resolve problematic areas within the business.
• Ensuring that member feed back on queries received via 30/30 andthe business is finalised within 24 hours of receipt.
• Ensuring 15 minute feedback on social media enquiries.
• Reports as requested by the Scheme are accurately and timeously completed and included in the necessary documents.
• All departments meet requirements as per service level agreement with Scheme.
• Process improvements are tracked and there is evidence to show improvement.
• Contribute to the growth of the business retention
• Investigating hospital rejected claims - identifying root causeand getting the claims reprocessed timeously andprevent a delay in hospital claims payments. 

Competencies    

• Understands how the business operates, what the key issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the Group.
• Anticipates, meets and exceeds client's needs by creating long lasting relationships that support the client value proposition, supports their financial wellness and ensures client centricity.
• Drive a sense of urgency, focus, accountability, agility and execution to deliver business results.
• Actively leads change, does what is right for the business and drives continuous improvement through innovation.
• Creates and maintains an open,positive working environment by generating commitment, building trust, a shared sense of purpose,empowerment in others and encouraging them to contribute to the best of their ability.
• Prioritises the business interests of MMH and invests in the success of the group by aligning effort across divisions.
• Persuades, convinces, influences and inspires others, both within MMH and externally to win support, loyalty and gain commitment to the purpose of MMH.
• Manages self and relationships with others effectively, deals with ambiguity, uncertainty and pressure, and provides perspective in difficult situations.
• Is sensitive to individual and cultural differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.
• Takes responsibility for own development; and actively mentors, coaches and develops talent in others. Builds leadership bench strength for MMH by providing opportunities and experiences to develop skills,competencies and business knowledge.

Closing Date    

• 2026/03/15