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 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.

Disclaimer

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

Role Purpose

To provide resolution and support of high level and escalated queries received from key contacts at employer groups/brokers/planners/financial advisors and administrative support to ensure client retention, development and maintenance of an allocated portfolio of clients. Maintaining key relationships with stakeholders to ensure optimal service delivery and to always provide continuous backup service to the Account Executives.

Requirements

Grade 12
Minimum 5 years' experience in the Medical Scheme Administration industry, preferably in customer service environment
Advanced MS Excel is essential
Intermediate MS Office is essential
3 - 5 years' experience with Momentum Health / Health4Me is essential
Proficiency in Business Objects is preferred
Experience interacting at a senior level with companies and brokers an advantage
Good understanding of the Medical Schemes Industry
Experience in a client facing role and correspondence/ business writing
Fluent in English language is essential.
Wealth Management and RE Advantageous
Code 8 driver's license and own vehicle (advantageous)

Duties & Responsibilities

Ensure queries and problems are resolved accurately and timeously and within SLA to Accounts Executive, employer groups, brokers and members
Present Momentum products, hold training sessions with employer groups, assist with wellness events and assist with on-site query resolution sessions
Manage employer group and Financial Advisor web registrations and web related issues
Promote, encourage and drive digital platforms engagement aligned with business strategy
Ensure relationships with key clients are positive and productive
Facilitate and mobilize billing discrepancies to resolution
Liaise with relevant stakeholders to support query resolution
Responsible for problem solving at all levels
Identify the root cause of the problem and ensure that the appropriate recovery measures and plans are implemented
Manage and monitor service standards, targets and service level agreements (SLAs)
Maintain a record of escalated queries, complaints and the corrective action taken to resolve problematic areas within the business
Maintain effective and efficient record keeping on the relevant system(s)
Written and verbal communication at both executive and member level
Management of relationships with brokers and clients to ensure optimal service delivery
Collaborate with relevant business units by sharing best practices and knowledge to enhance service delivery
Manage high level unresolved queries/disputes from Business heads (RM/Sales/AE)
Manage high level unresolved queries from Employer Groups, Financial Advisors & Union
Identify areas where training is required to improve service levels
Build and maintain relationships with clients and internal and external stakeholders
Facilitate and/or hold helpdesk and wellness sessions on-site or virtually
Ensure sustainability of the product by advocating the use of the employer zone portal to appropriate clients
Facilitate and manage the year-end process from end-to-end: Revision process of broker spreadsheets, QA broker spreadsheets, manage and process option changes and income spreadsheets/updates for MMS and H4Me
New client engagement onboarding and monthly client engagement follow-up

Competencies

Excellent Communication Skills
Good time management skills
Planning and organizing
Initiative and pro-active
Creative problem solving
Analytical thinking
Work scheduling
People skills
Stress tolerance
Accountability
Accurate and precise
Solution driven
Self-motivated
Good interpersonal skills
Strong networking skills
* Excellent problem-solving skills