Client Engagement Consultant (Bellville)

Momentum; Bellville; Hybrid; ZAR 167,000 - 234,000; Full time

Job summary

Metropolitan is seeking a customer service professional to handle inbound calls, emails, and walk-in client interactions with a focus on timely resolutions and compliance. You will manage queries, document updates, and follow policy guidelines while maintaining strong client relationships.

The role requires Matric and English fluency, with preference for additional SA languages. A hybrid work setup may apply after onboarding, with emphasis on service quality.

Qualifications

• Matric / Grade 12 is required.
• English is essential with ability to speak two additional SA languages.
• Minimum 2 years in a client service call centre role.
• Understanding of long-term insurance and in-house systems.

Responsibilities

• Engage with clients to resolve queries within SLA and quality standards.
• Take ownership of complaints and resolve them timeously.
• Provide clients with required information per policy guidelines.
• Capture and update client information on relevant systems.
• Complete administrative and reporting tasks within set timeframes.
• Adhere to compliance requirements in the service process.
• Identify and report system/process failures and improvements.

Skills

Client service experience

English proficiency

Sesotho

Setswana

Sepedi

Education

Matric / Grade 12

Business related qualification (optional)

Tools

In House systems

Job description

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho. Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.

www.metropolitan.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

• Matric / Grade 12
• Business related qualification (optional)
• Proficiency in English with the ability to speak and understand at least two additional South African languages preferable Sesotho, Setswana or Sepedi
• 2 years client service call centre experience, dealing with calls and all related admin functions
• Understanding of long-term insurance industry and In House systems

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 timeously and effectively.
• Provide clients with the relevant information and documentation as required in line with policy guidelines.
• Capture and update client information on relevant 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 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.
• Leverage digital platforms and tools to enhance client servicing and ensure seamless digital client experience.
• Provide regular reports on 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 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 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.

FINANCE

• Contribute to the financial planning process within 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
• Documenting Facts
• Establishing Rapport
• Articulating Information
• Showing Composure
• Meeting Timescales
• Upholding Standards
• Taking ownership

For the initial three-month onboarding period, your primary place of work will be the office, and attendance will be required five days per week. Following this period, a hybrid working model will be implemented in line with business needs and the company's flexible working practices.