Talent Pool: Broker Service Consultant (Temp)

Momentum Group Limited; Durban; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading company in the financial services sector seeks a Client Service Agent to deliver exceptional service to clients through various channels. The role involves resolving queries, managing complaints, and ensuring compliance with service standards. Ideal candidates will have experience in a call centre environment and strong customer service skills.

Qualifications

• 2-3 years experience in a call centre or client service environment.
• Knowledge of legislative impact on the insurance industry.

Responsibilities

• Engage with clients to resolve queries within Service Level Agreement.
• Provide accurate information and advice to clients.

Skills

Customer Service Principles

Interacting with People

Problem Solving

Education

Grade 12 or equivalent qualification

Relevant diploma in business management

Job description

Through our client-facing brands Momentum Group, 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 assist companies and organizations in caring for and rewarding their employees and members.

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

• 2-3 years experience in a call centre or client service environment with proven knowledge of customer service principles and practices
• Grade 12 or equivalent qualification
• Relevant diploma in business management, marketing, or related qualification
• Knowledge of business practices, processes, and systems
• Knowledge of broker landscape
• Product knowledge
• Knowledge of legislative impact on the insurance industry
• Knowledge of the relevant local market

Duties & Responsibilities

Internal Process

• Engage with clients and/or intermediaries professionally to resolve all client queries within the Service Level Agreement and quality standards
• Take ownership of complaints and ensure they are resolved promptly and effectively
• Provide clients with relevant information and documentation as required in line with policy guidelines
• Capture and update client information on relevant systems based on data received from the client
• Accurately complete all administrative and reporting requirements within agreed timeframes
• Adhere to legislative and compliance requirements in the service process
• Identify and report process and system failures and suggest enhancements to improve client experience

Client

• Investigate client queries within the agreed service level and ensure timely feedback
• Escalate client queries to the relevant department or stakeholder
• Provide accurate information and advice to clients and stakeholders to ensure appropriate after-sales services
• Provide regular reports on service delivery against agreed service level agreements and customer targets
• Offer authoritative advice to clients and stakeholders
• Build and maintain relationships with clients and internal and external stakeholders
• Deliver on service level agreements to manage client expectations
• Make recommendations to improve client service and fair treatment within the area of responsibility
• Participate in creating a positive work culture that fosters rewarding relationships and exceptional client service

People

• Contribute to a positive work climate to energize brokers and agencies
• Demonstrate exemplary leadership through personal involvement and commitment to organizational values
• Drive a culture of best practice, continuous learning, and improvement
• Manage performance of brokers and agencies to achieve business objectives

Finance

• Implement and provide feedback on the effectiveness of financial policies and procedures to prevent misconduct
• Apply risk management, governance, and compliance policies to identify and manage risks
• Investigate reported non-compliance acts and report findings

Competencies

• Documenting facts
• Interacting with people
• Thinking positively
• Interpreting data
• Convincing people
• Seizing opportunities
• Exploring possibilities
• Articulating information