Service Specialist

Momentum Investments; Centurion; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A financial services provider in Centurion seeks a Service Specialist to ensure high-quality service for clients, advisers, and assistants. The role requires 2–3 years in the financial services sector, including a solid background in administration and client servicing. Candidates must exhibit critical thinking, adaptability to technology, and maintain meticulous attention to detail in handling client queries and issues. This position involves managing communications, collaborating with teams, and adhering to confidentiality protocols. Shift work is required.

Qualifications

• Minimum 2–3 years’ experience in the Investment, Insurance, or Financial Services industry.
• Strong background in administration and client servicing.
• Knowledge of Momentum Investments products, systems, processes, and procedures advantageous.

Responsibilities

• Handle incoming calls, emails, and transactions easily finalised from clients.
• Provide accurate information on products, services, and processes.
• Resolve client complaints and escalate where necessary.

Skills

Client servicing

Critical thinking

Adaptability to technology

Attention to detail

Education

Grade 12 or equivalent

Tools

Digital tools

Vitel system

Job description

Introduction

Through our client‑facing brands and our other specialist brands, Momentum 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.

Disclaimer

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

Role Purpose

This is a key role in ensuring Momentum Group lives up to its purpose of building and protecting our clients’ financial dreams. The Service Specialist plays a vital role in bringing this to life by offering caring, efficient, and high‑quality service. Being there for our clients – whether they are direct clients, advisers, or adviser assistants – and making sure their queries and concerns are resolved with understanding and care, the first time around.

Requirements

Education:

• Grade 12 or equivalent (with Mathematics and/or Accounting).

Experience:

• Minimum 2–3 years’ experience in the Investment, Insurance, or Financial Services industry.
• Strong background in administration and client servicing.
• Knowledge of Momentum Investments products, systems, processes, and procedures advantageous.
• Advanced computer literacy with ability to navigate dual screens and type efficiently.
• Knowledge of digital tools, system troubleshooting, and issue resolution.
• Familiarity with compliance frameworks and legislation within the financial services industry.

Duties & Responsibilities

Client Orientation

• Handle incoming calls, emails, and transactions that are easily finalised from clients.
• Provide accurate information on products, services, and processes.
• Resolve client complaints and escalates where necessary to relevant stakeholders.
• Apply the HEAT methodology (Hear them out, Empathise, Apologise, Take ownership), with every interaction.
• Identify recurring client pain points and take ownership in resolving them.
• Suggest solutions to improve client experience and service excellence.
>Adhere to security and privacy protocols, consistently when with client information.

Client Communication

• Use professional business language (no slang).
• Communicate precisely, avoiding jargon, and provide clear timelines.
• Close the communication loop to ensure client queries are resolved.
• Demonstrate excellent verbal and written communication skills.

Collaboration with Teams

• Work with other service teams to enhance overall client satisfaction.
• Collaborate with technical teams to troubleshoot issues and provide system feedback.
• Share insights and trends on interactions to identify trends.
• Contribute to a qualitative way of work by identifying and reporting errors or inconsistencies to improve client satisfaction.

Performance and Monitoring Trends

• Support management and report system errors (e.g., Vitel issues, CCF errors) and log Jiras where required.
• Adhere to all the key performance indicators (productivity, rework rate, SLA etc.) for the role.

Training & Knowledge Sharing

• Share best practices and insights with colleagues.
• Utilise knowledge Owl to ensure knowledge retention.

Competencies

Critical Thinking & Problem‑Solving

• Analyse complex queries, take ownership in acknowledging the matter – where necessary refer to the relevant stakeholders for further assistance.
• Identify recurring calls for similar matters and take ownership to resolve them.

Attention to Detail & Accuracy

• Maintain meticulous standards when dealing with calls, emails and transactions (chats).
• Every interaction needs to be dealt with the same level of consistency, embedding our values of we are obsessed with how we make our clients feel.
• The quality of our work needs to be accurate and adhere to our standard work rules and processes.

Adaptability to Technology

• Confident in using digital platforms and software.
• Quick to learn new systems and tools.

Industry & Process Knowledge

• Familiarity with investment, insurance, and financial services processes.
• Understanding of relevant legislation and terminology (POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS).

Time Management & Organisation

• Be open to shift work (08:00‑17:00pm) shift rotation.
• Ability to manage multiple systems at a time.
• Timekeeping is essential – be at your workstation at least 5 minutes before your shift starts to check all your systems.