Service Specialist, Finance & Banking

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.

As a Service Specialist within our Service Centre, you will be one of Momentum's brand representatives. The main purpose of your role will be to increase client loyalty through effective and efficient service to our clients – providing our valuable clients with consistent, world class and legendary service of the highest quality, during every interaction, showing that we care and that to us investing is personal.

Your role will entail receiving, processing, evaluating, and responding to enquiries and instructions via various servicing channels within a fast paced, pressurized servicing environment. In addition, you will be responsible for accurately processing client instructions, according to our processes and procedures, adhering to our quality standards and within our turn-around time, as well as resolving complex product related queries.

As a Service Specialist, you will be expected to perform tasks received from all our servicing channels, currently being telephone calls, emails, and manual instruction processing.

• Minimum of 2 to 3 years practical and relevant experience, within the Investment and Financial Services industry, with excellent administrative and innovative client servicing and support experience.
• Practical and relevant experience within an investment service environment where you had to build strong relationships, enable ease of doing business, grow and maintain the business, and more, will be a great advantage.
• Tech savvy, with the ability to troubleshoot and resolve issues that arise, finding workable solutions.
• Knowledge and understanding of legislation within the insurance and investment industry, i.e., POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS, etc. will be an advantage.
• Grade 12 or equivalent with Maths and/or Accounting.
• Com Finance/Investments or related degree or tertiary qualifications will be an advantage.
• Momentum Investments product, process, procedure, and system knowledge will be an advantage.
• Excellent computer skills, with the ability to learn and understand new systems quickly and with confidence.
• Dual-screen navigation and typing skills at an advanced level.
• Microsoft Office suite (Excel, Word, Outlook and Teams) at an intermediate level.
• Extensive financial services industry knowledge.
• Sound knowledge of client service policies, procedures and processes.
• Knowledge of business-related rules and regulations.
• Knowledge of relevant regulatory and compliance requirements.
• Knowledge of the operational running of call and service centers.
• Relevant product knowledge.
• Knowledge of complaints handling processes and procedures.

• Deliver positive, seamless and professional customer service during every interaction with the client in a considerate and timely manner.
• Maintain a consistent differentiated client experience within a pressurized, fast-paced and deadline driven environment.
• Compose thoughtful, personalized telephonic and/or email responses for a variety of client needs.
• Maintain client confidentiality, at all times.
• Capture and process valid client instructions accurately, the first-time round, within set service-level timelines and quality standards.
• Request and obtain any missing information, documentation and/or signatures by following the legislative, compliance and product process and procedure guidelines. Use of telephone interactions are encouraged in this instance to enable effective and efficient communication to enhance service experience.
• Always keeping our clients…