Client Care Consultant (Durban)

Closing Date: 2025/04/02

Reference Number: MMH250325-1

Job Title: Client Care Consultant (Durban)

Position Type: Permanent

Role Family: Client Services

Cluster: Momentum Corporate

Remote Opportunity: Some of the time

Location - Country: South Africa

Location - Province: KwaZulu-Natal

Location - Town / City: Durban

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.
• Valid driver’s license.
• 1 to 2 years experience in the retirement industry environment.
• Verbal and written communication.
• Proficient in English and another official South African language (e.g. Afrikaans, Zulu, Xhosa etc.) (preferred).
• MS Office Suite (Word, Excel).

• Engage and liaise with Employers, beneficiaries, and relevant stakeholders (friends, colleagues, neighbours, etc. of the deceased) to clarify details regarding the deceased on death claims allocated for investigation.
• Conduct both telephonic engagements and physical visits to families to investigate and verify information provided by claimants.
• Assist and ensure that claimants have filled in all documentation and provided all necessary supporting documentation.
• Assist and follow up with beneficiaries and relevant stakeholders on outstanding information required for the investigation of death claims.
• Detailed update of the death claims control and system notes weekly to advise on the status of all death case investigations allocated.
• Conduct quality assessment on claim documentation to ensure that they are complete, accurate and in compliance with the Fund Rules and applicable processes.
• Complete death case file, once approved at the Disposal of Death Benefit Committee (or Board of Trustees/Fund) must be consolidated and uploaded to the Benchmark system in accordance with the applicable business processes.
• Complete and package all beneficiary details individually in accordance with the applicable checklists and disburse in accordance with business processes to the Benchmark system.
• Liaise with internal departments for documentation related to a death in service to ensure that the claim is investigated within agreed service levels.
• Prepare detailed summary report per death case for presentation at the Disposal of Death Benefit Committee (or Board of Trustees/Fund) monthly.
• Prepare, distribute, explain, and follow up with beneficiaries on allocation letters and payment instructions from beneficiaries to whom benefits were allocated in line with Fund specific monetary guidelines and timeliness stipulated in the allocation letter.
• Maintain consistent service delivery in accordance with client Service Level Agreements to ensure client retention and satisfaction.
• Provide relevant and accurate information to all members of funds under administration of MRA in Regional Office centres.
• Provide first time resolutions on client queries or if not, investigate client queries and providing feedback within agreed time frames.
• Taking ownership of queries and ensuring they are resolved timeously and effectively.
• Maintain a register of queries received, the type of queries, Fund related to and the details of the enquirer and communicate this weekly to management.
• Maintain Fund and broad product knowledge to respond to customer queries effectively.
• Conduct member education sessions to create awareness of the various features and processes associated with the Fund.
• Manage the office/s under jurisdiction by ensuring that networks and telephony are working, consumables are replenished, and that the office/s are operational.

• Examining Information: Analyses and processes information, asks probing questions, 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.
• Articulating Information: Is articulate in giving presentations, explains things well, projects social confidence.
• Showing Composure: Stays calm and relaxed during events, tolerates stress levels.
• Meeting Timescales: Is target focused and meets deadlines, is reliable in finishing tasks.
• Upholding Standards: Behaves ethically and justly, maintains confidentiality, acts with integrity.
• Taking Action: Takes action to make things happen, shows drive and invests personal energy.