WalkIn Consultant

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 walk-in clients (Members and Potential Members, Providers and Brokers) with resolution to all queries raised, as well as to provide quality feedback to clients on written correspondence. In addition, to attend to virtual walk-in members via the WEB.

Requirements

• Matric
• At least 2-3 years of industry experience in a customer service capacity is essential.
• Good understanding of the Medical Scheme Administration industry is essential
• 2-3 years of customer service experience within Momentum Health Solutions (Momentum Medical Scheme and Moto Health Care) is essential.
• Knowledge of the Virtual platform is an advantage.
• Being Well-presented and groomed as you would be client-facing is essential.

Duties & Responsibilities

• Responding to Walk-In Centre clients in a competent, efficient, and professional manner at all times.
• Attend to virtual walk-in members via the web.
• Taking ownership of client queries and ensuring first-time resolution in a timeous and effective manner.
• Process Provider Web applications
• Attend to Returned mail docs.
• Ensuring all identified risks are mitigated and escalated through to the appropriate channels.
• Maintenance and management of relationships with a portfolio of brokers and/or the Human Resources or Payroll departments of various clients
• Front-line internal consultation between MH, groups, members, brokers, and providers
• Management of all aspects of the relationship between MH, groups, members, brokers, and Providers.
• Facilitating communication between the various departments of MH and these parties
• Written and verbal communication. This interaction will be at both executive and member level.
• Provision of information to the client, pertaining to all aspects of all Momentum Medical Scheme and Moto HealthCare
• Effectively liaise with departments to resolve queries.
• To provide feedback to management on the common issues or concerns of members.
• Recording of all queries and interactions with clients onto the workflow system.
• To ensure the required turnaround time is met.
• To ensure that all correspondence sent out is of the highest quality.
• To assist with calls when required
• Maturity to handle difficult situations in a manner that will facilitate the continuation of relationships
• To assist with any reasonable tasks or requests from Leadership/ Business

Competencies

• 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.
• Problem solving skills.
• Attention to detail.
• Excellent written and verbal communication skills
• Prioritizes the business interests of MH and invests in the success of the group by aligning effort across divisions.
• Anticipates, meets, and exceeds client's needs by creating long-lasting relationships that support the client value proposition, support their financial wellness, and ensure client centricity.
• Persuades, convinces, influences, and inspires others, both within MHS and externallyto win support, loyalty, and gain commitment to the purpose of MH.
• Drive a sense of urgency, focus, accountability, agility, and execution to deliver businessresults.
• Manages self and relationships with others effectively, deals with ambiguity,uncertainty, and pressure, and provides perspective in difficult situations.
• Actively leads change, does what is right for the business and drives continuous improvement through innovation.
• Is sensitive to individual and cultural differences and demonstrates humilityand an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.