Job Description

Introduction

Momentum Health, an entity of Momentum Group delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.

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 academic institutions/ embassies/ student representatives and financial advisors and administrative support to ensure client retention, development and maintenance of an allocated portfolio of clients.

Requirements

Grade 12 qualification 5 years of experience in a customer service environment 5 years of industry knowledge/experience is essential Complementary product knowledge is essential Wealth Management and RE Advantageous MS Office knowledge Good understanding of the intermediary/broker industry (specific to Health) Experience in corporate relations and customer services is essential Code 8 driver's license and own vehicle (advantageous) Knowledge of Oracle platform of MMS and Complementary products Business communications skills

Duties & Responsibilities

Assess service delivery based on engagement with business stakeholders and relevant analytics and implement plans for improvement
Present Momentum products and share benefit information with stakeholders and members
Promote, encourage and drive digital platforms engagement aligned with business strategy
Ensure relationships with key clients and stakeholders are positive and productive
Facilitate and mobilise billing discrepancies to resolution
Liaise with relevant stakeholders to support query resolution
Responsible for problem solving at all levels
Support Walk In Centre and provide front-line external consultation between members, institutions, brokers and Scheme
Same day resolution on all escalations and queries received, unless there is substantial evidence that this was beyond the control of the individual and team and every effort was made to resolve within the working day
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), monthly reporting
Written and verbal communication at both executive and member level
Perform client service shifts via digital channels via WhatsApp
Collaborate with relevant business units by sharing best practices and knowledge to enhance service delivery
Handling high level unresolved queries/disputes from Business Development Consultant
Handle high level unresolved queries from academic institutions, Financial Advisors & members
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: New business application process for new students and renewal of membership of returning students.

Competencies

Motivated
The ability to prioritise work and meet deadlines
Working accurately under pressure and paying attention to detail
Ability to work independently and maintain confidentiality
Excellent communication (both verbal and written) skills
Decision-making abilities, while being mindful of rules and processes
Team player
Ability to analyse situations and initiate appropriate corrective action
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
Deliver on expectations to clients and internal and external stakeholders in order to ensure that client expectations are managed
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
Develop and maintain productive and collaborative working relationships with peers and stakeholders
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 MMI by providing opportunities and experiences to develop skills, competencies and business knowledge
* Contribute to continuous innovation through the development, sharing and implementation of new ideas