Service Specialist (Temporary) at Momentum Metropolitan Holdings Limited

Role Purpose    

• This role is key 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    

• Grade 12 or equivalent (with Mathematics and/or Accounting).
• Minimum two to three 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 is 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), withevery 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 on interactions to identify trends.
• Contribute to a qualitative way of work by identifying and reporting errors or inconsistencies- to improve client satisfaction.

Performance and Monitoring Trends

• Support management and report system errors (e.g., Vitel issues, CCF errors) and log Jiraswhere required.•Adhere to all the key performance indicators (productivity, rework rate, SLA etc.) for the role.
• Training and Knowledge Sharing
• Share best practices and insights with colleagues.
• Utilise Knowledge Owl to ensure knowledge retention.

Competencies    

Critical Thinking and Problem-Solving

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

Attention to Detail and Accuracy

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

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

Closing Date    

• 2026/02/16