Job Openings 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.

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Experience and Qualifications

• Minimum of 2-3 years of practical experience in the Investment, Insurance, and Financial Services industry with strong client service skills.
• Experience in an investment service environment, building relationships, facilitating business growth, and more is a significant advantage.
• Knowledge and experience with digital tools is a plus.
• Tech-savvy with troubleshooting skills and a knack for finding solutions.
• Familiarity with industry legislation (e.g., POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS) is beneficial.
• Minimum education: Grade 12 with Math and/or Accounting.
• A degree in B. Com Finance/Investments or related field is advantageous.
• Knowledge of Momentum Investments products, processes, and systems is a plus.
• Strong computer skills, quick to learn new systems confidently.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and Teams) at an intermediate level, with advanced dual-screen navigation and typing skills.

Knowledge – will be an advantage

• In-depth knowledge of the financial services industry.
• Understanding of client service policies, procedures, and processes.
• Familiarity with business-related rules and regulations.
• Awareness of relevant regulatory and compliance requirements.
• Understanding of call and service center operations.
• Knowledge of relevant products.
• Familiarity with complaints handling processes and procedures.

Duties & Responsibilities

As a Service Specialist within the Client Due Diligence (CDD) team you will:

• Follow the Client Due Diligence process efficiently for every task.
• Report and save all findings.
• Take personal responsibility for meeting service-level timelines and quality standards for all work queues.
• Address and resolve queries and escalations with personalized responses to meet various client needs, aiming for first-time resolution.
• Gather and analyze stakeholder data for process and system improvements.
• Monitor daily tasks and keep stakeholders informed.
• Assist with Projects, FSCA and other Audits as needed.

Additional responsibilities:

• Always provide polite and timely customer service with a positive and professional approach.
• Maintain a consistent and exceptional client experience in a fast-paced, high-pressure, and deadline-driven environment.
• Write personalized, considerate responses for client needs, whether through phone calls or emails.
• Ensure strict client confidentiality at all times.
• Accurately capture and process client instructions within set timelines and quality standards, and request missing information as needed.
• Ask for and collect any missing information, documents, or signatures following legal, compliance, and product guidelines. Using phone calls is recommended to improve communication and service quality.
• Consistently keeping our clients (FA, administrative staff, and channel partners) informed at every step without any exceptions.
• Help, encourage, and train advisers, their administrative staff, and channel partners in adopting digital tools to boost digital usage. Collaborate with stakeholders to identify and solve digital challenges. Resolve any issues hindering the expansion of our digital presence.
• Help the RISO team with different tasks, like processing client instructions, managing transactional indexing, and participating in cleanup projects. Work as a team to reach excellence.
• Follow product, legislative, and compliance procedures consistently.
• Adhere to client-centric and fair treatment principles.
• Take responsibility for managing reputational and financial risk resulting from interactions and instructions from key stakeholders.
• Meet personal daily and monthly targets for production, quality, and client satisfaction.
• Contribute actively to team goals and successes as a collective team member.
• Research, follow up, and resolve client inquiries and problems in a timely and professional manner, keeping all stakeholders informed.
• Contribute to a culture of identifying and suggesting improvements to enhance customer service, reduce costs, improve efficiency, and minimize risks.
• Continuously improve performance, self-development, and knowledge for personal growth.
• Continually enhance expertise in professional, industry, compliance, and legislative knowledge.
• Embody the values of Momentum Metropolitan: Accountability, Diversity, Excellence, Integrity, Innovation, and Teamwork.
• Ensure strict client confidentiality at all times.

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Requirements

• Matric/Grade 12
• NQF 5 as required/ equivalent qualification and or FAIS Credits (min 30 credits in short term insurance if date of first appointment is before 2010); or if date of first appointment is on or after 01/01/2010, a full recognised qualification as per the FSCA qualification list
• FAIS Regulatory examination for Representatives (RE5) and (RE1) for Key Individual
• If you are registered for one Class of Business (Personal or Commercial), you are required to have 12 CPD (continuous professional development) points. If you are registered for two Classes of Business (Personal plus Commercial), you are required to have 18 CPD points.
• 5 Years' experience in Sales (Short Term Insurance)
• 3 Years' experience in Managing staff in a short-term industry

Duties & Responsibilities

• Driving profitable sales volume of all Momentum Insure products
• Achieve an excellent, consistent customer experience across channel
• Implement sales plans, budgets and accelerated growth strategies:
•  Addressing sales to the external market
• South African and public sector markets
• Maximise channel effectiveness
• Apply a deep understanding of Provincial client and competitive markets and needs to execute on initiatives that will lead to greater market penetration
• Communicate the sales distribution strategic objectives, plan, and operating model to stakeholder
• Accountable for establishment of a fast and efficient lead management process
• Ensuring effective resourcing, development, performance management and retention plans are in place for sales team
• Run collaborative meetings for retail sales
• Collate provincial specific retail tied sales information and compile relevant reports to respective stakeholders
• Ensure effective risk management and governance of Momentum Insure
• Key individual Momentum Insure –; management oversight of the sales activities, including the performance of compliance function, specifically with respect to FAIS and the product categories for which Momentum Insure are licensed, and represent the Sales Team during compliance monitoring visits

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Requirements

• A National Senior Certificate is essential
• It is essential to have a Nursing Diploma or Degree
• The incumbent must be registered with the South African Nursing Council (SANC) as a Registered Nurse
• MS Office / Office 365 proficiency
• Minimum of 2 years’ private hospital nursing experience
• Previous exposure to clinical auditing is highly advantageous
• Be available to work at one of our offices based in Richmond Hill (Gqeberha), Cornubia (Durban), Bellville (Cape Town) or Centurion

Duties & Responsibilities

INTERNAL PROCESS

• Apply scheme rules, clinical policies and protocols to funding.
• Action allocated hospital claims for audit within department KPIs and CMS requirements for claims payment.
• Ensure accurate notes are made for all journals actioned on claims audited.
• Assess prosthesis for PMB funding when benefits are exceeded or if there is no benefit.
• Ensure accurate completion of authorisations on claim finalisation.
• Refer LOC/ LOS / item or drug approval queries to case managers for resolution.
• Act as clinical support to non-clinical hospital claim auditors in terms of hospital tariff applications and clinical guidance (e.g. procedures, devices & drug utilisation).
• Survey claims for correct application of tariff and refer discrepancies to the relevant team.
• Review retrospective claim approvals and send journal instructions for additional payments to the relevant team.
• Review hospital claims for clinical appropriateness, treatment authorised, over-usage of equipment/materials, application of billing rules and high-cost medication appropriateness.

CUSTOMER SERVICE

• Investigate hospital claim queries within the agreed service level and ensure that the relevant stakeholder receives timeous feedback.
• Escalate queries to the relevant team or stakeholder.
• Provide accurate information and advice to stakeholders to ensure that they receive the appropriate service.
• Resolve claim queries accurately and timeously.
• Build and maintain relationships with internal and external stakeholders.
• Reduce claim rejections to ensure members are not held liable for unnecessary costs.

PEOPLE

• Build strong relationships through expressing positive expectations.
• Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
• 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.

FINANCE

• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

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Requirements

• A National Senior Certificate is essential
• It is essential to have a Nursing Diploma or Degree
• Minimum of 2 years clinical experience within a private hospital is essential
• The incumbent must be registered with SANC (South African Nursing Council) as a Registered Nurse
• A certificate in ICD-10 coding is highly advantageous
• Experience in a managed care / case management environment would be an advantage
• MS Office / Office 365 proficiency 

Duties & Responsibilities

• Review of in-hospital patients for appropriateness of care, length of stay and level of care.
• Liaise with the service provider on clinical updates, as well as outstanding information.  
• Engage with the treating doctor(s) to ensure appropriate treatment, length of stay and level of care is rendered.
• Discharge planning for in-hospital patients to ensure ongoing support and care post discharge.
• Develop, implement and communicate the practice and/or clinical guidelines for cost effective care.
• Authorise appropriate and cost-effective surgical care and treatment.
• Ensure the consistent and correct application of exclusions.
• Adhere to policies and procedures and take corrective action where necessary.
• Adhere to organisational best practice and legislative requirements.
• Take ownership of escalated and unresolved queries and ensure they are resolved timeously.
• Manage queries until resolution and update the incident details.
• Identify financial and business risks to the company and escalate accordingly.
• Provide clinical support to non-clinical team’s if/when required.
• Drive and support effective teamwork within the department.
• Strive to demonstrate the company's values daily.
• Engage in hospital visits where needed to build stakeholder relationships, proactively resolve queries and increase visibility to members.
• Ensure the effective, accurate and timeous completion of relevant documentation and recording of interventions.
• Communicate with providers to improve the cost efficiencies of health care delivery.
• Ensure Service Level Agreements are met and exceeded.
• Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.

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Requirements

• 5+ years' experience of deep practical experience in a business analyst role with repeated practice performing business analysis in a variety of complex situations.
• Relevant degree (essential).
• Insurance industry knowledge (essential).
• Experience and sound knowledge of Agile methodologies and continuous delivery models.
• IIBA certification preferred.
• Prior experience with Life Insurance systems.
• Work experience with a policy admin system preferably one of those offered by one of the ZA vendors.
• Ability to extract and work with policy administration data.

Duties & Responsibilities

• Identifying, investigating, and analyzing problems faced by business; propose documented solutions that fully address the business requirements needed to optimize the business.
• Keeping abreast of market changes and internal system developments ensuring that all new processes align to best practices.
• Accountable for eliciting requirements and solution design through conducting requirement session (JAD), interviews and reviewing (extracting info) existing documentation.
• Collaborating with stakeholders to document business process maps, business requirement definitions and business requirements specifications.
• Developing and documenting detailed functional and non-functional requirements specifications in line with standards.
• Critically evaluating business processes in order to establish time and cost parameters and make innovative recommendations that will positively impact the business.
• Investigating and analyzing alternative solutions and propose the best approach to meet a business needs.
• Developing solutions that encompass the entire system (people, process and technology).
• Assisting in the identification of risks and issues pertaining to the implementation of the solution requirements.
• Documenting the impact and interactions of business process and requirements to support system design and development.
• Contributing to the successful implementation of projects in order to achieve the business outcome.
• Define the success criteria using scenario testing and test cases to ensure that testing covers all aspects of the business specification.. Participate in user acceptance testing and guide users to ensure that the designed solution ultimately meets business requirements.
• Identifying and analysing deficiencies, loopholes, etc. in operational processes and propose a way forward to effectively deal with them.
• Investigating and proposing process optimization opportunities in the context of best practice and improved operational efficiency.
• Developing and maintaining productive working relationships with peers and organisational role players to achieve optimal cross process integration.

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Requirements

• Matric
• B Degree in Business Management or Marketing or equivalent
• 3 - 5 years experience in corporate business development, corporate client service, marketing or sales environment within a financial services environment (essential)
• Sales experience in the financial services industry (essential) 
• Understanding of the financial services industry
• Knowledge of relevant legislation
• Relevant product knowledge
• Knowledge of the Client Value Proposition
• Knowledge of the sales principles and process

Duties & Responsibilities

INTERNAL PROCESS

• Establish productive, professional relationships with key stakeholders in the various channels.
• Engage with relevant stakeholders to identify opportunity for sales and provide relevant sales support.
• Develop innovative methods to identify and develop new channels and business opportunities.
• Develop plans and tactics for the achievement of sales targets.
• Engage with prospective clients, brokers and intermediaries to determine their financial wellness needs and provide them with clear and accurate information.
• Collaborate with internal stakeholders to translate client requirements into products, solutions and business cases.
• Contribute to and coordinate the solution design process based on client requirements in order to effectively package and market products or solutions to meet clients financial wellness needs.
• Prepare proposals that capture client requirements and the relevant aspects of the product or solution.
• Facilitate presentations, meetings and discussions with key senior stakeholders and to create awareness of the various features and benefits associated with the various products.
• Establish appropriate feedback mechanisms to understand the outcomes of the sales and implementation process.
• Introduce the new business management team to a new client and put in place processes to ensure that new individual business flows are extracted from the client.
• Contribute to the development of product training material for the client.

CLIENT

• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and 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.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers, clients and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.
• Effectively manage time and ensure optimal productivity.
• Ensure technical product and legislative knowledge is always current in order to propose the most relevant and innovative client solutions and comply with governance requirements.

FINANCE

• Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.
• Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
• Plan and implement a cycle of medium term improvements to drive pricing of services and products.
• Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.
• Implement and provide feedback on the effectiveness of financial policy, practice and procedures preventing illegal, unethical or improper conduct.
• Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability.
• Investigate reported wilful acts of noncompliance to organisation policy and practice and report on findings.