Client Care Specialist

Closing Date: 2025/06/23
Reference Number: MMH250618-4
Job Title: Client Care Specialist
Position Type: Permanent
Role: Family Client Services
Cluster: Momentum Life
Remote Opportunity: Some of the time
Location – Country: South Africa
Location – Province: Gauteng
Location – Town / City: Centurion, 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 Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at www.momentummetropolitan.co.za

Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Provide quick and accurate resolution of client complaints according to policy, procedures, legislative / compliance requirements and within Service Level Agreements. Focuses on building and maintaining trusted relationships with clients, ensuring their needs are met and their experience with the company is of a high caliber and standard. A Client care specialist serves as the primary point and contact in complaints handling from levels 2-4. This specialist provides support, root cause analysis, supports the resolution of the complaint and bears the interest of the client and the company in mind while adhering to regulatory and compliance standards.

Requirements

Formal qualifications

Importance

Matric

Essential

Degree related to regulatory, compliance and/or complaints management

Desirable

On-the-job training / qualifications

Importance

Knowledge of all Retail products (Traditional, Myriad and Investo)

Essential

Usage and knowledge of Retail systems and processes (Traditional, Myriad and Investo)

Essential

Specific licensing or registration

Importance

FAIS related qualification

Desirable

Experience

5 – 10 years experience in a related role dealing with complaints, in Momentum retail products.

Experience in the insurance industry preferably within Momentum retail.

Duties & Responsibilities

INTERNAL PROCESS

Take ownership of all Regulatory complaints handling including social media complaints, and ensurse they are resolved timeously and effectively and according to the Policyholder Protection Rules as well as any and all regulatory and compliance standards.
Evaluate complaints independently and provide recommendation to resolution based on product information, service procedures, complaints procedures and in light of legislative and organisational requirements.
Communicate progress and resolution to clients in accordance with agreed standards and practices.
Partner with various stakeholders to address escalated complaints and provide resolution to clients, regulators or other stakeholders.
Provide insight on service failures or complaint trends and make recommendations to enhance service or process.
Provide input and make recommendations to complaints framework and approach to enhance client experience.
Act as key contact to client to ensure complaints are resolved and client relationship is maintained aligned with desired client experience.
Act as advisor to internal parties in understanding client experience, service failures, complaints to improve business processes and practice and resolve client complaints.
Ensure accurate record keeping on Dynamics and workflow system to enable reporting through data management.
Accurately complete all administrative and reporting requirements within agreed timeframes.
Adhere to all relevant legislative / compliance requirements.
Identify and report process and system failures and enhancements to improve client experience.

CLIENT

Provide authoritative, expertise and information 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.
Support restoration of trust where it has been damaged or broken.

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 for driving career development.

Risk

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

Competencies

Knowledge

Sound knowledge of complaints management framework, procedures and processes.

Technical knowledge of processes and legislation

Sound knowledge of business products and associated rules.

Computer Literacy – MS Office: Work, Excel, Outlook and other business-specific software

Client Care specialist need in-depth knowledge of regulations, and guidelines,

Knowledge of compliance and risk mitigation

In depth knowledge of the products in the business (Myriad, Investo and Tradttional)

Strong verbal and written communication, problem-solving, and interpersonal skills to address complaints handling effectively.

Strong attention to detail, excellent quality and analytical skills

.

Skills

Written and verbal communication

Problem solving

Action-oriented

Detail-oriented

Collaboration and teamwork

Time management

Negotiation

Influence

Planning

Display initiative

Work independently

Interpersonal

Active listening

Empathy

Analytical

Excellence

Passion for clients and restoring of trust where it has been damaged.