Service Specialist (6 Months Contract) at Momentum Metropolitan Holdings Limited

Requirements

• Matric/Grade 12
• Relevant investments or wealth (LISP) qualification
• 3 - 5 years’ experience in a contact centre or in the investment or financial service industry
• Computer Literacy – specifically Microsoft excel
• Wealth systems knowledge
• Wealth process knowledge
• Wealth product knowledge
• Familiar with the Wealth dashboard report

Duties & Responsibilities

• Effectively communicate with teams within RISO to manage and report on inflow of the work items daily.
• Effectively communicate with clients through various communication channels in a professional manner.
• Thoroughly check client data in order to ensure accuracy of all client information.
• Resolve queries timeously to meet daily business targets and provide exceptional client service.
• Timeously send all escalated queries to the respective Service Manager to escalate the matter to the Escalations team.
• Build effective relationships with all relevant stakeholders in order to provide constructive feedback on complaints raised.
• Diligently follow up with clients telephonically and provide feedback on a regular basis (keep in the loop, manage expectations) – internal and external.
• Maintain a high quality standard of work at all times.
• Maintain client confidentiality at all times  to mitigate any reputational risk.
• Timeously refer any transaction to be processed by another team within SLA.
• Accurately process financial instructions through active engagement with clients, within the quality and SLA standards.
• Be a Subject Matter Expert on product solutions, systems and across various platforms to be able to provide an efficient and effective client experience.
• Collaborate with team members to ensure efficient query resolution.
• Show good corporate citizenship by getting involved in assisting other teams where and when needed, and take an interest in various team initiatives.
• Keep abreast of all industry and business trends as well as legislation in order to consistently meet all compliance and regulatory standards.