Contact Centre Consultant Wanted At Momentum Metropolitan

Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa’s people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland.
Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.
www.metropolitan.co.za

ROLE PURPOSE 
To render a comprehensive telephony and administration client service to policyholders and other internal and external customers

RESPONSIBILITIES AND WORK OUTPUTS 
Handle all incoming contact mediums and all related administration received as a result of the contacts received
Perform the task to adhere to the pay for performance requirements
Manage and adhere to established service level agreements
Positively influence and participate in change initiatives
Investigate client queries within the agreed service level and ensure that client receives timeous feedback
Escalate client queries to the relevant department or stakeholder
Provide accurate information and advice to clients and stakeholders in order to ensure that theclient receives the appropriate after sales services
Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
Provide authoritative, expertise and advice 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
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
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

COMPETENCIES REQUIRED 
Business Acumen
Leads Change and Innovation
Client/ Stakeholder Commitment
Drive for Results
Motivating and Inspiring Team
Collaboration
Impact and Influence
Self-Awareness and Insight
Diversity and Inclusiveness
Growing Talent

EXPERIENCE AND QUALIFICATIONS 
Grade 12 / NQF 4 equivalent qualification
Ability to speak and understand one or more of the following languages: Northern Sotho, Southern Sotho, Setswana
2 years client service call centre experience, dealing with calls and all related admin functions
Understanding of long term insurance industry and In House systems

LOCATION 
The above-mentioned position is currently available in the Contact Centre department at our Retail division based at our office in Johannesburg.

CONTACT DETAILS 

For further information please contact Sihle Miya who is the Recruitment Consultant dealing with this position.
Please submit your application via our Careers page on www.momentummetropolitan.co.za
To apply, please follow the official system application process and get in touch with the PeopleSoft Helpdesk (021 940 5169) if you need further assistance.

Closing Date : 26 July 2019
Contact Details 

Sihle Miya
SMiya@metropolitan.co.za (The purpose for this email address is solely for queries regarding the advertised position and no emailed CV’s will be accepted. Only online applications submitted via our Careers page will be considered.)

0877425110
All positions will be filled in accordance with our Employment Equity plan.
We also encourage people with disabilities to apply.

 

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