Service Specialist

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

Job summary

A financial services group is looking for a Service Specialist to deliver exceptional service and assist clients with their financial queries. This role requires a minimum of 2-3 years’ experience in the Investment or Insurance sectors, along with strong administrative skills. You will resolve complaints, communicate effectively, and collaborate with team members to enhance client satisfaction, ensuring that all interactions exemplify care and professionalism. An understanding of compliance frameworks in financial services is advantageous.

Qualifications

• Minimum 2–3 years’ experience in Investment, Insurance, or Financial Services.
• Strong background in administration and client servicing.
• Knowledge of financial services compliance frameworks.

Responsibilities

• Handle incoming calls, emails, and transactions from clients.
• Resolve client complaints and elevate where necessary.
• Adhere to security and privacy protocols when dealing with client information.

Skills

Client servicing

Advanced computer literacy

Resolution of client issues

Verbal and written communication

Collaboration with teams

Education

Grade 12 or equivalent

Job description

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 and 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 elevate 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 dealing 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 qualitative way of work by identifying and reporting errors or inconsistencies to improve on 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.