Service Specialist (Myriad) at Momentum Metropolitan Holdings Limited

Role Purpose    

• To engage with clients in an efficient manner in order to respond and resolve their queries effectively and according to service level agreements.

Requirements    

• Matric (Grade 12) Certificate.
• Experience in a call centre/ client service environment (essential).
• Insurance industry experience (desirable).

Duties & Responsibilities    

PROCESS

• Engage with clients in a professional and client centric manner in order to evaluate and resolve their queries within required service level agreements. 
• Process corrections of payments and reconciliation of accounts to ensure accurate payments to clients.
• Provide clients with the relevant information and documentation as required in line with policy guidelines and within service level agreements. 
• Capture and update client information based on data received from the client.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to compliance requirements in the service process in line with legislative requirements.
• Identify and report process and system failures and enhancements to improve client experience.

CLIENT

• Build and maintain relationships with clients, internal and external stakeholders.
• Deliver on service level agreements applicable to clients, internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.

PEOPLE

• Build strong relationships through providing specialist know-how to others, expressing positive expectations.
• Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
• Positively influence and manage change and offer specialist support where required.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
• Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
• Take ownership for driving career development. 

FINANCE

• Identify solutions to enhance cost effectiveness and increase operational efficiency.
• Implement and provide input into governance processes, systems and legislation within area of specialisation.
• Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes.
• Provide input into the risk identification processes development and communicate recommendations in the appropriate forum

Competencies    

• Communication skills (written and verbal)
• Customer service skills
• Problem solving skills
• Time management skills
• Decision-making skills
• Collaboration skills

Closing Date    

• 2026/05/28