Client Care Escalations Specialist

Closing Date: 2025/06/26
Reference Number: MMH250603-12
Job Title: Client Care Escalations Specialist
Position Type: Permanent
Role: Family Client Services
Cluster: Momentum Investments
Remote Opportunity: Some of the time
Location – Country: South Africa
Location – Province: Gauteng
Location – Town / City: Centurion

Introduction

Through our client-facing brands and our other specialist brands, Momentum 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.

Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose
The Client Care Escalations Specialist plays a pivotal role in safeguarding and enhancing the client experience across all Momentum Investments platforms. This role is responsible for managing and resolving complex complaints and escalations from various channels—including clients, advisers, consultants, and regulatory bodies—while ensuring alignment with the company’s commitment to financial wellness and service excellence. The specialist acts as a key liaison between service teams and stakeholders, driving root cause analysis, process improvement, and proactive issue resolution.

Requirements
Grade 12 (Matric) – Required
Post-matric qualification in Business, Finance, Investments or related field – Preferred
Minimum 5 years of experience in Momentum Wealth client service or a similar financial services environment
Previous leadership or mentorship experience – Advantageous
Familiarity with investment platforms, regulatory frameworks, and client service systems

Duties & Responsibilities

Client & Advisor Experience

Deliver a seamless and empathetic experience for advisers, consultants, and clients by resolving escalations with professionalism and urgency.
Act as a trusted point of contact for high-impact service issues, ensuring that all interactions reinforce the company’s brand promise.

Complaint & Escalation Management

Investigate and resolve complaints from management, social media, regulatory bodies, and internal service channels.
Ensure all escalations are logged, tracked, and resolved within agreed service levels and compliance frameworks.
Root Cause Analysis & Reporting

Identify and document the underlying causes of escalations, highlighting recurring trends and systemic issues.
Collaborate with service teams to implement corrective actions and prevent recurrence.
Prepare and present escalation reports to management, including insights and recommendations.
Stakeholder Communication & Co-Ordination

Maintain clear, consistent, and timely communication with all stakeholders throughout the escalation lifecycle.
Route issues to the appropriate platforms (MWI, MCI, Annuities, Wealth Retail, SIA) and follow up to ensure resolution.
Escalate critical issues to senior management with context and urgency.

Operational Excellence

Contribute to the achievement of team operational targets and service level agreements.
Identify and recommend process improvements that enhance efficiency and reduce turnaround times.
Support the development and refinement of escalation protocols and service recovery strategies.

Risk & Compliance

Manage high-risk and sensitive issues with discretion and adherence to regulatory requirements.
Ensure compliance with internal policies, industry regulations, and client confidentiality standards.

Competencies

Strong decision-making and assertiveness under pressure
Excellent verbal and written communication skills
High attention to detail and accuracy
Strong interpersonal and relationship-building skills
Analytical mindset with the ability to interpret data and trends
Proactive, solutions-oriented, and resilient
Passionate about delivering a world-class client experience
Ability to work independently and collaboratively in a fast-paced environment