Service Specialist at Momentum Metropolitan Holdings Limited

Role Purpose    

• This is a key role in ensuring Momentum Group lives up to its purpose of building and protecting our clients’ financial dreams. The Service Specialist plays a vital role in bringing this to life by offering caring, efficient, and high-quality service.
• Being there for our clients – whether they are direct clients, advisers, or adviser assistants – and making sure their queries and concerns are resolved with understanding and care, the first time around.

Requirements    

Education:

• Grade 12 or equivalent (with Mathematics and/or Accounting).

Experience:

• Minimum 2–3 years’ experience in the Investment, Insurance, or Financial Services industry.
• Strong background in administration and client servicing.
• Knowledge of Momentum Investments products, systems, processes, and procedures advantageous.
• Advanced computer literacy with ability to navigate dual screens and type efficiently.
• Knowledge of digital tools, system troubleshooting, and issue resolution.
• Familiarity with compliance frameworks and legislation within the financial services industry.

Duties & Responsibilities    

Client Orientation

• Handle incoming calls, emails, and transactions that are easily finalised from clients.
• Provide accurate information on products, services, and processes.
• Resolve client complaints and escalate where necessary to relevant stakeholders.
• Apply the HEAT methodology (Hear them out, Empathise, Apologise, Take ownership), with every interaction.
• Identify recurring client pain points and take ownership in resolving them.
• Suggest solutions to improve client experience and service excellence.
• Adhere to security and privacy protocols, consistently when dealing with client information.

Client Communication

• Use professional business language (no slang).
• Communicate precisely, avoiding jargon, and provide clear timelines.
• Close the communication loop to ensure client queries are resolved.
• Demonstrate excellent verbal and written communication skills.

Collaboration with Teams

• Work with other service teams to enhance overall client satisfaction.
• Collaborate with technical teams to troubleshoot issues and provide system feedback.
• Share insights and trends on interactions to identify trends
• Contribute to qualitative way of work by identifying and reporting errors or inconsistencies- to improve on client satisfaction.

Performance and Monitoring Trends

• Support management and report system errors (e.g., Vitel issues, CCF errors) and log Jiras where required.
• Adhere to all the key performance indicators( productivity, rework rate, SLA etc.) for the role.

Training & Knowledge Sharing

• Share best practices and insights with colleagues.
• Utilise knowledge Owl to ensure knowledge retention.

Competencies    

Critical Thinking & Problem-Solving

• Analyse complex queries, take ownership in acknowledging the matter- where necessary refer to the relevant stakeholders for further assistance.
• Identify recurring calls for the similar matters and take ownership to resolve matters.

Attention to Detail & Accuracy

• Maintain meticulous standards when dealing with calls, emails and transactions(chats).
• Every interaction needs to be dealt with the same level of consistency, embedding our values of we are obsessed with how we make our clients feel.
• The quality of our work needs to accurate and adhere to our standard work rules and processes.

Adaptability to Technology

• Confident in using digital platforms and software.
• Quick to learn new systems and tools.

Industry & Process Knowledge

• Familiarity with investment, insurance, and financial services processes.
• Understanding of relevant legislation and terminology (POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS).

Time Management & Organisation

• Be open to shift work (08:00-17:00pm) shift rotation.
• Ability to manage multiple systems at a time.
• Timekeeping is essential- be at your workstation at least 5 minutes before your shift starts to check all your systems.

Closing Date    

• 2026/02/04