Service Recovery Specialist

Momentum Health; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading health service provider seeks a professional to handle high-level escalated queries and retain membership. The ideal candidate will have strong business communication skills and experience with complementary products. Responsibilities include implementing service recovery plans, liaising with various departments, and identifying areas for training. This role is crucial for maintaining service standards and improving efficiency. Ideal candidates should be proactive, client-focused, and possess strong knowledge of the industry.

Qualifications

• 3-5 years of industry experience required.
• Business communications skills are crucial.
• Knowledge of complementary products is essential.

Responsibilities

• Resolve high level and escalated queries from clients.
• Implement service recovery measures for escalations.
• Liaise with departments to meet service standards.

Skills

Business communications skills

Knowledge of complementary products

Social media knowledge

Education

Matric or Grade 12

Diploma

Job description

Introduction

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 toachieve 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

Disclaimer

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

Role Purpose

Resolution of high level and escalated queries and retention of current membership base including social media, hello Peter, Business escalation and complementary products

Requirements

• Matric or Grade 12
• Diploma will be an advantage
• 3–5 year's industry experience
• Business communications skills
• Complementary product knowledge is essential
• Social media knowledge is essential.

Duties & Responsibilities

• Handling high level unresolved queries/disputes arising from clients.
• Ensure that the appropriate service recovery measures and plans are implemented to handle member escalations.
• Liaising with the departments that do not meet the standards ofservice as laid down in Scheme service level agreements.
• Ensuring that the recommended corrective measure to the defaulting departments does not take place
• Identify areas where training is required to improve service levels.
• Identify process and system shortfalls in order to improve efficiencies.
• Reduce repeat calls and volumes into the business.
• Building and maintaining relationships with coaches, service managers & heads of thevarious business units.
• Compilation of service recovery and retentions reports.
• Keeping a record of escalated queries, complaints and the corrective action taken to resolve problematic areas within the business.
• Ensuring that member feed back on queries received via 30/30 andthe business is finalised within 24 hours of receipt.
• Ensuring 15 minute feedback on social media enquiries.
• Reports as requested by the Scheme are accurately and timeously completed and included in the necessary documents.
• All departments meet requirements as per service level agreement with Scheme.
• Process improvements are tracked and there is evidence to show improvement.
• Contribute to the growth of the business retention
• Investigating hospital rejected claims - identifying root causeand getting the claims reprocessed timeously andprevent a delay in hospital claims payments.

Competencies

• Understands how the business operates, what the key issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the Group.
• Anticipates, meets and exceeds client's needs by creating long lasting relationships that support the client value proposition, supports their financial wellness and ensures client centricity.
• Drive a sense of urgency, focus, accountability, agility and execution to deliver business results.
• Actively leads change, does what is right for the business and drives continuous improvement through innovation.
• Creates and maintains an open,positive working environment by generating commitment, building trust, a shared sense of purpose,empowerment in others and encouraging them to contribute to the best of their ability.
• Prioritises the business interests of MMH and invests in the success of the group by aligning effort across divisions.
• Persuades, convinces, influences and inspires others, both within MMH and externally to win support, loyalty and gain commitment to the purpose of MMH.
• Manages self and relationships with others effectively, deals with ambiguity, uncertainty and pressure, and provides perspective in difficult situations.
• Is sensitive to individual and cultural differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.
• Takes responsibility for own development; and actively mentors, coaches and develops talent in others. Builds leadership bench strength for MMH by providing opportunities and experiences to develop skills,competencies and business knowledge.