Job Opportunity: Client Services Representative – Pretoria, Gauteng
Company Overview
Momentum Metropolitan, through its various brands—including Metropolitan, Momentum, Guardrisk, and Eris Property Group—empowers individuals, businesses, and communities to achieve financial security. We provide tailored financial solutions to help people save, protect their assets, and invest for the future. Learn more at www.momentummetropolitan.co.za.
Role Purpose
The Client Services Representative will be responsible for delivering professional client support across multiple service channels (inbound calls, emails, walk-in interactions, etc.), addressing client needs, concerns, and complaints while ensuring compliance with Service Level Agreements (SLAs) and regulatory requirements.
Minimum Requirements
- Matric (Grade 12) or
- 1–2 years of experience in the retirement industry.
- Valid driver’s license.
- Strong verbal and written communication skills.
- Proficiency in English and at least one additional official South African language (e.g., Afrikaans, Zulu, Xhosa, etc., preferred).
- Proficiency in MS Office Suite (Word, Excel).
Key Responsibilities
Client Service & Administration
- Professionally engage with clients and intermediaries to resolve queries within SLA and quality standards.
- Take ownership of client complaints and ensure timely resolution.
- Provide clients with accurate information and required documentation in line with policy guidelines.
- Update client details in relevant systems based on received data.
- Complete all administrative and reporting tasks within agreed timeframes.
- Adhere to compliance and legislative requirements throughout the service process.
- Identify and escalate process and system inefficiencies to improve client experience.
Client Relations & Support
- Investigate and resolve client queries within SLA and provide timely feedback.
- Escalate complex queries to appropriate departments or stakeholders.
- Offer accurate information and advisory services to clients and stakeholders.
- Regularly report on service delivery against SLAs and customer satisfaction targets.
- Build and maintain strong relationships with clients and internal/external stakeholders.
- Suggest improvements to enhance client service and promote fair treatment.
People & Professional Development
- Maintain collaborative relationships with peers and stakeholders.
- Actively participate in change initiatives.
- Continuously develop expertise in industry trends, regulations, and best practices.
- Contribute to innovation by sharing and implementing new ideas.
- Take responsibility for personal career growth.
Financial & Risk Management
- Contribute to financial planning efforts within the department.
- Identify opportunities to improve cost-effectiveness and operational efficiency.
- Manage company resources responsibly.
- Participate in risk identification and mitigation efforts.
Key Competencies
- Problem-Solving: Analytical thinking, attention to detail, and solution-driven approach.
- Communication Skills: Strong written and verbal communication, confident presentation abilities.
- Relationship Building: Ability to connect with clients and colleagues, fostering trust and collaboration.
- Composure & Resilience: Ability to remain calm and effective under pressure.
- Time Management: Meeting deadlines and managing workload efficiently.
- Ethical Conduct: Acting with integrity, discretion, and confidentiality.
- Initiative & Drive: Proactively identifying opportunities and taking action to improve outcomes.
Application Process
To verify the legitimacy of this job listing, please visit our official Momentum Metropolitan Careers page.
By applying, you consent to the processing and storage of your personal data. If you do not receive a response within two weeks, please consider your application unsuccessful.
