Role Purpose
To provide effective and efficient service to clients by receiving, evaluating and timeously responding to telephonic/electronic enquiries.
Requirements
Experience and Qualifications
Matric or relevant qualification.
Exposure to the insurance or financial services industry.
2 years relevant experience in client servicing environment.
Microsoft Office Suite (Word, Excel).
Employee Benefits experience (advantageous).
Duties & Responsibilities
The incumbent will be co-responsible for the following:
Answering calls from members and service providers to confirm benefits and assist with queries.
Provide a first call resolution for resolving member and service provider queries.
Ensure that documentation is completed accurately and correctly as per departmental guidelines in order to meet client needs.
Effectively utilise IT systems to ensure accuracy of documentation.
Adhere to policies and procedures and take corrective actions where necessary.
Ensure all risks are mitigated and escalated where necessary.
Provide excellent service to clients and stake holders to ensure client retention and satisfaction.
Keep abreast of MMH product changes in order to effectively and accurately assist with client queries.
Ensure Service Level Agreements are met and exceeded.
Deal promptly with client requests in a competent, efficient and professional manner.
Collaborate and partner with team members in order to drive and support effective teamwork.
Display and live the MMH values when dealing with clients, stakeholders and members
INTERNAL PROCESS
Capture data accurately on relevant systems according to Service Level Agreements.
Provide relevant information and documentation as requested, in line with relevant guidelines.
File and maintain all relevant documentation, enabling ease of access by team members.
Accurately complete all administrative and reporting requirements within agreed timeframes
CLIENT
Provide authoritative expertise 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 in order to ensure that 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
PEOPLE
Develop 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 knowledge.
Contribute to continuous innovation through the development, sharing and implementation of new ideas.
Take ownership for driving career development
FINANCE
Contribute to the financial planning process within area.
Identify 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.
Please note that this role is based on the Pay for Performance remuneration structure.
Competencies
Planning and organising
Accountability
Customer orientation
Attention to detail
Good Communication skills
Good attention to detail
Interpersonal skills
Time management skills
Closing Date
2026/04/20