Closing Date: 2025/05/01
Reference Number: MMH250422-3
Job Title: Client Care Consultant (Pretoria)
Position Type: Permanent
Role: Family Client Services
Cluster: Momentum Corporate
Remote Opportunity: None of the time
Location – Country South Africa
Location – Province: Gauteng
Location – Town / City: Pretoria
Introduction
Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities and businesses. Visit us at www.momentumgroupltd.co.za
Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose
Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.
Requirements
Experience and Qualifications
Matric or equivalent.
1 to 2 years’ experience in the retirement industry
Valid driver’s license.
Verbal and written communication.
Proficient in English and another official South African language (Sepedi, Tsonga, and Tshivhenda are preferred).
MS Office Suite (Word, Excel).
Duties & Responsibilities
INTERNAL PROCESS
Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
Take ownership of complaints and ensure they are resolved timely and effectively.
Provide clients with the relevant information and documentation as required in line with policy guidelines.
Capture and update client information onrelevant system/s, based on data received from the client.
Accurately complete all administrative and reporting requirements within agreed timeframes.
Adhere to legislative / compliance requirements in the service process.
Identify and report process and system failures and enhancements to improve client experience.
CLIENT
Investigate client queries within the agreed service level and ensure that the client receives timeous feedback.
Escalate client queries to the relevant department or stakeholder.
Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after-sales services.
Provide regular reports on the delivery of services against agreed service level agreements and in terms of overall customer targets.
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 improveclient service and fair treatment of clients within the area of responsibility.
Participate and contribute to a culture that builds rewarding relationships, facilitates feedback, and provides exceptional client service.
PEOPLE
Develop and maintain productive and collaborative working relationships with peers 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 of driving career development.
FINANCE
Contribute to the financial planning process within the area.
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.
Competencies
Examining Information: Analyses and processes information, asks probing questions, and strives to find solutions to problems.
Documenting Facts: Writes fluently when documenting facts, understands arguments logically focuses on finding facts.
Establishing Rapport: Builds rapport and puts people at ease, is engaging and welcomes people, finds it easy to make friends.
Articulating Information: Is articulate in giving presentations, is eloquent and explains things well, and projects social confidence when articulating information.
Showing Composure: Stays calm and relaxed during events, is not worried, tolerates stress levels, and is composed in dealing with pressure.
Meeting Timescales: Is target-focused and meets deadlines punctually and keeps to schedule, and is reliable in finishing tasks.
Upholding Standards: Behaves ethically and justly, is discreet and maintains confidentiality, and meets commitments by acting with integrity.
Taking Action: Takes action to make things happen, uses initiative to start things up, shows drive, and invests personal energy.
Examining Information: Analyses and processes information, asks probing questions, and strives to find solutions to problems.
Documenting Facts: Writes fluently when documenting facts, understands arguments logically focuses on finding facts.
Establishing Rapport: Building rapport and putting people at ease is engaging and welcoming, and people finds it easy to make friends.
Articulating Information: Articulates in giving presentations, is eloquent and explains things well, projects social confidence when articulating information.
Showing Composure: Stays calm and relaxed during events, is not worried, and tolerates stress levels, and is composed in dealing with pressure.
Meeting Timescales: Is target focused and meets deadlines, is punctual and keeps to schedule, is reliable in finishing tasks.
Upholding Standards: Behaves ethically and justly, is discreet and maintains confidentiality meets commitments by acting with integrity.
Taking Action: Takes action to make things happen, uses initiative to start things up, shows drive, and invests personal energy.
