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Client Service Administrator
Claims Assessor
Member Solutions Manager
Team Manager: Claims Investigations
Client Service Administrator
Closing Date
2024/04/05
Reference Number
MMH240328-4
Job Title
Client Service Administrator
Position Type
Permanent
Role Family
Client Services
Cluster
Momentum Corporate
Remote Opportunity
Some of the time
Location – Country
South Africa
Location – Province
Western Cape
Location – Town / City
Cape Town
Introduction
Through our client-facing brands Metropolitan and Momentum, 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. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesses. Visitus at www.momentummetropolitan.co.za
Role Purpose
Accurately process retirement fund member’s data and provide fund administration services within agreed service levels.
Requirements
Matric2 years’ experience in Employee Benefits administration
Duties & Responsibilities
Accurately complete member and risk contribution reconciliations.Investigate and resolve all non-reconciling items.Monitor the monthly risk premium payments to respective insurers in line with agreed timelines.Ensure all risk processes are updated to member records and reconciled weekly.Check and approve late payment interest calculations.Draft professional and relevant- correspondence to clients.Prepare and submit accurate reports on the status of the Retirement Fund administration.Attend retirement related meetings to keep abreast of operations within the business.Receive and review claim documentation in order to ensure that they are complete and accurate.Follow up with clients on outstanding information.Submit beneficiary statements to board of trustees for approval when necessary.Process and pay claims as perservice level agreements with clients.Prepare and submit monthlyreportsInvestigate client queries within service level agreements and provide clients with timeous feedback.Resolve and escalate client queries when necessary.Build and maintain relationships with clients and internal and external stakeholders.Deliver on service level agreements made with all clients and stakeholders in order to ensure client expectations are managed.Make recommendations to improve client service and fair treatment of clients within area of responsibility.Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
Competencies
Attention to detailAccountabilityCustomer orientationPlanning and organizing skills
Claims Assessor
Closing Date
2024/04/02
Reference Number
MMH240327-9
Job Title
Claims Assessor
Position Type
Permanent
Role Family
Client Services
Cluster
Momentum Life
Remote Opportunity
Some of the time
Location – Country
South Africa
Location – Province
Gauteng
Location – Town / City
Centurion
Introduction
Through our client-facing brands Metropolitan and Momentum, 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. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at www.momentummetropolitan.co.za
Role Purpose
To provide a support service to the claims department by liaising with clients and stakeholders as well as providing solutions.
Requirements
2-3 years exposure to the Life Insurance industry2-3 years claims experience (preferred)Call centre knowledgeKnowledge of medical terminology (preferred)Matric
Duties & Responsibilities
Provide administrative support for a variety of Claims practices (Internal Process)Contribute to the overall team achievement of set team targets through excellence.Answer and provide first time resolution and quality driven responses to all correspondences.Adhere to the standard operating procedures when communicating with clients through recording and updating of calls, update query with actions taken and escalate to the relevant assessor on the claims system.Engage with clients in a client centric manner(Client Services)Keep client informed (verbally and/or in writing) if any unresolved queries is outstanding.Delivering effective and consistent service and support to external clients within specified service level agreements.Engaging and retaining of clients within their current portfolios aligned to the Treating Customers Fairly principles.Make recommendations to improve client service and fair treatment of clients within area of responsibility.Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.Self-management and teamwork(People)Develop and maintain productive and collaborative working relationships with colleagues, peers and stakeholders.Continuously develop own expertise in terms of professional, industry and legislation knowledge.Contribute to continuous innovation through the development, sharing and implementation of new ideas.Take ownership for driving your career development.Contribute to financial controls and planning(Finance)Identify solutions to enhance cost effectiveness and increase operational efficiency.Responsibly managing financial and other company resources under your control.Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
Competencies
Business Acumen: Understands how the business operates, what the key issues and risks are that drives business outcomes through the administrative function.Client/Stakeholder Commitment: 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.Drive for Results: Drive a sense of urgency, focus, accountability, agility and execution to deliver business results.Leads Change and Innovation: Actively participates in change, does what is right for the business and drives continuous improvement through innovation.Collaboration: Prioritises the business interests of MMI and invests in the success of the group by aligning effort across divisions.Impact and Influence: Supports and gains commitment to the purpose of MMI.Self-Awareness and Insight: Manages self and relationships with others effectively and provides perspective in difficult situations.Diversity and Inclusiveness: Is sensitive to individual and cultural similarities and differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.
Member Solutions Manager
Closing Date
2024/03/30
Reference Number
MMH240322-2
Job Title
Member Solutions Manager
Position Type
Permanent
Role Family
Client Services
Cluster
Momentum Corporate
Remote Opportunity
Some of the time
Location – Country
South Africa
Location – Province
Gauteng
Location – Town / City
Sandton
Introduction
Through our client-facing brands Metropolitan and Momentum, 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. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people,communities and businesses. Visit us at www.momentummetropolitan.co.za
Role Purpose
To develop and implement a best practice framework for the Retirement Benefit Counselling strategy that aims to create and capture retailisation opportunities through the delivery of retirement benefit counselling and member education to fund members.
Requirements
Experience and QualificationsRelevant business degreeRepresentative Exams (RE:5) and Key Individual Exams (RE:1)At least 3 to 5 years’ experience in the Employee Benefits /Investments /Insurance sales distributionExperience in fostering and maintaining long term, strategic relationships with varying clients.CFP and KI qualifications will be advantageous.Experience in managing small teams
Duties & Responsibilities
INTERNAL PROCESSPartner with the market segment, product house and distribution channels within MMH to enable the implementation of the retailisation strategy.Identify opportunities for continuous process improvements and digitalisation to achieve process efficiencies and improve member experience. Design and execute new business implementation processes that enhances client financial wellness.Ensure implementation of customised solutions for large corporate and retirement funds focusing on existing retailised opportunities.Provide input into the product development process and develop initiatives to enhance client experience.Monitor service practices to ensure that they meet client’s needs.Oversee the assessment and analysis of service delivery gaps and implement remedial action strategies.Drive the application of good governance principles and legislative compliance within employee benefits operations.Contribute to a client service excellence culture which builds enduring relationships and allows team to provide exceptional client service.Develop opportunity roadmaps to optimize wallet share by facilitating member solutions opportunities.Contribute to the development and packaging of financial services to facilitate effective client service and client retention.Ensure that operational considerations and client financial wellness needs are incorporated into the development process.Ensuring that the Retirement Benefit Counsellor meets their targets.Collaborating with employees at all levels of a company to improve job performance through training and development programs.Developing relationships with key clients in order to improve sales of default solutions.Implement business process Monthly, quarterly, and annual reports on the Retirement Benefit Counsellors’ initiative, Management Information System (MIS).Implement a strategy for increasing member engagement and awareness of Retirement Benefit Counselling services.Communicating and enforcing company standards and procedures to employeesEnsure that the Retirement Benefit Counsellors adhere to regulatory and compliance requirements.Should be FAIS compliant. CLIENTProvide authoritative, expertise and guidance to clients and stakeholders.Build and maintain relationships with clients and internal and external stakeholders.Deliver on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed.Define fair and innovative client service practices which build rewarding relationships and allows team to provide exceptional client service.Contribute to a client service excellence culture which builds enduring relationships and allows team to provide exceptional client service.Drive efforts to improve client service and fair treatment of clients within area of responsibility.Incorporate client feedback into the enhancement of daily business processes and management operating systems.Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service. PEOPLEDevelop and maintain productive and collaborative working relationships with peers and stakeholders.Positively influence and participate in change initiatives.Continuously develop own expertise in terms of professional, industry and legislation knowledgeContribute to continuous innovation through the development, sharing and implementation of new ideas.Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness.Effectively manage performance within the team to ensure business objectives are achieved. FINANCEIdentify opportunities to enhance cost effectiveness and increase operational efficiency.Manage financial and other company resources under your control with due respect.Provide input into the risk identification processes and communicate recommendations in the appropriate forum.Implement and provide feedback on the effectiveness of financial policy, practice, and procedures: preventing illegal, unethical or improper conduct.Implement risk management, governance, and compliance policies in own practice area, to identify and manage governance and risk exposure liability.
Competencies
CollaborationDrive for results.Leads change and innovation.Impact and influenceBusiness AcumenClient and stakeholder commitment and relationship building
Team Manager: Claims Investigations
Closing Date
2024/04/05
Reference Number
MMH231003-12
Job Title
Team Manager: Claims Investigations
Position Type
Permanent
Role Family
Client Services
Cluster
Momentum Insure Company Limited
Remote Opportunity
None of the time
Location – Country
South Africa
Location – Province
Gauteng
Location – Town / City
Centurion
Introduction
Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards program), 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. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities, and businesses. Visit us at www.momentummetropolitan.co.za.
Role Purpose
Manage and lead a commercials and personal lines Motor and Non-Motor technical claims team to achieve the business objectives and improve customer experience.
Requirements
MatricLeadership, management or Insurance studies will be beneficialInsurance experience in both personal and commercial lines insurance for at least 5 years of which 3 years were in a leadership position within the investigations department.Experience with People and workflow management is essential. Excellent communication skills in English (full fluency) with an additional South African language advantageous
Duties & Responsibilities
Manage daily operational delivery within the investigations area of responsibilitiesAllocate and review claims allocated to investigatorsMeet the minimum performance requirements and manage operational expensesConduct final interviews on complex and challenging claimsHandle complaints/queries arising from claims validations or outcomes of claims handled by an investigatorReporting monthly on the progress, successes, and failures of the teamEnhance service delivery and efficiencies within the claims departmentIdentify and report on all risks identified that may impact the department or the company in general.Manage employee well-being and morale and other people management processes( such as Recruitment, Performance, and Talent management) Accountable for the management of work volumes and workflow.Establish and maintain positive stakeholder relations to foster good internal and industry partnershipsManage people’s performance and ensure that formal and informal feedback is provided on a regular basis to individuals and teams and in line with the organization’s performance standardsIdentifies, and proposes solutions and actions to workflow trends.Contribute to the optimization of work practices and procedures Collaborating effectively with other departments and/or stakeholders to achieve results.Keep abreast of all products, processes, and system changes and developments.Coach, mentor and ensure people development to maximize operational efficiencies and in line with people development policies
Competencies
Self-managed and strong team player.Excellent work ethic with a high degree of accuracy.Strong focus on attention to detailDeadline and Target driven.Ability to work under pressure and work across divisions.Client-centricWell-developed written and verbal communication skillTeam leadership ability
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