Service Account Manager (Death Claims)

Introduction

Through our client-facing brands and our other specialist brands, Momentum 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 Group provides practical financial solutions for people, communities and businesses.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

As a Death Claim

Service Account Manager (SAM) at Momentum Wealth Technical Service Support (SI), you will play a crucial role in the receipt, review, and processing of Wealth death claims associated with both Voluntary and Compulsory products. Your work will directly impact the quality of service delivered to our top Financial Advisers, clients and their beneficiaries during a sensitive time, emphasising our commitment to a personal and compassionate approach to investing.

This role is integral to ensuring that beneficiaries receive timely and compassionate service during a challenging time. By upholding the highest standards in claim processing, within the prescribed turnaround time, with a personal caring touch, you contribute to the overall mission of ‘to us, it is personal’.

In this fast-paced servicing environment, you’ll manage incoming enquiries and instructions via various channels, process SI Advisers client death claims, and resolve complex SI product-related death claim queries - all while ensuring adherence to process, procedure, quality, and turnaround standards.

Requirements Qualifications

• Grade 12 certificate (mandatory)
• Bachelor of Commerce degree in Finance, Investments, or a related field (advantageous)

Experience

Investment Service Experience:

• A minimum of 3 to 5 years of hands-on, relevant experience within the Momentum Investments service environment.
• Exposure to the four functional areas - Wealth, MWI, MCI, and Annuities - will be advantageous.

Industry-specific Experience:

• Minimum of 10 years of hands-on, relevant experience within the broader Investment, Insurance, and Financial Services sectors. Strong track record in delivering high-quality administrative support and client service, with innovative approaches to client engagement. Experience within the LISP environment will be advantageous.
• Practical experience in an international investment service environment will be advantageous.

Death Claim Processing Experience:

• Practical experience in Voluntary and Compulsory product death claim experience required.
• Practical experience working with Section 37C of the Pension Funds Act.

Key Account Management:

• Solid experience in an investment service role focused on managing a key account portfolio. This includes building and nurturing strong client relationships, delivering personalised service, simplifying processes to support ease of business, and actively maintaining and growing the account.

Digital Proficiency:

• Strong working knowledge of digital tools and platforms used in service delivery, with a demonstrated ability to enhance the client experience through technology.
• Comfortable troubleshooting technical issues and applying digital solutions effectively to streamline processes.

Adaptability & Learning Agility:

• Proven ability to rapidly understand and adapt to new systems, processes, and tools with confidence and ease.
• Displays a growth mindset and a readiness to take on new challenges in a dynamic environment.

Knowledge

Financial Services Industry Insight:

• Strong understanding of the financial services landscape, with awareness of prevailing trends, challenges, and emerging opportunities.

Investment Product Expertise:

• Extensive knowledge of a broad range of investment products, including their features, advantages, and associated risks.
• Well-versed in unit trusts, ETFs, structured products and personal share portfolios.

Momentum Wealth Product Familiarity:

• Thorough understanding of Momentum Wealth's product offerings, with the ability to align solutions to meet specific client needs. (Advantageous)

Operational Processes and Procedures:

• Solid grasp of core business processes and procedures within a financial services environment, contributing to efficient and compliant service delivery.

Client Complaint Resolution:

• Familiarity with complaints management protocols, including escalation procedures, documentation standards, and effective resolution approaches to maintain client trust.

Regulatory & Compliance Awareness:

• Well-versed in regulatory requirements and compliance obligations within the financial sector, with a comprehensive understanding of key legislation including the Protection of Personal Information Act (POPIA), General Data Protection Regulation (GDPR), Treating Customers Fairly (TCF), Financial Intelligence Centre Act (FICAA), Know Your Customer (KYC), Anti-Money Laundering (AML), Foreign Account Tax Compliance Act (FATCA), Common Reporting Standard (CRS), and the Financial Advisory and Intermediary Services Act (FAIS).

Technical & Computer Proficiency:

• Advanced navigation skills in dual-screen environments and strong typing capabilities.
• Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and Teams at an advanced level.

Duties & Responsibilities Processing death claims

Initiate Claims

• Receive and index death claim requests, creating an 'Investment Death Claim' task for each case.

Acknowledge Receipt

• Send an email to the claimant or the sender of the instruction to confirm receipt of the death claim request.
• Always ensuring that the SI Adviser is included in all correspondence and kept in the loop.

Register Date of Death

• Once a copy of the death certificate is received as proof of the investor's passing, register the date of death in the system.

Process Claims

• Handle death claims for both voluntary and compulsory products, ensuring adherence to all applicable guidelines.

Forex Beneficiary Claims

• Process claims related to Forex beneficiaries as required.

Draft Resolutions

• Investigate and prepare resolutions for the stabilization funds (specifically the Retirement Annuity Option and Retirement Preservation Option) and present them to the Trustees.
• Practical experience working with Section 37C of the Pension Funds Act.

Communication

• Maintain effective communication with SI advisers, clients, and third-party financial service providers (FSPs) to address any outstanding requirements via phone and email.

Minimise Issues

• Actively work towards reducing any possible losses and manage escalations or complaints to ensure a smooth operational process.

Follow established procedures

• Ensure that all tasks are completed in accordance with the set procedures to maintain consistency and compliance in the death claim process, and to minimise risk of fraud, etc.
• Use the standard death claims checklist to verify that each step of the claim process is verified and completed accurately.
• Adhere to the four-eye principle by conducting a peer review of death claims. This quality control measure is essential for minimising errors, reducing our risk, and ensuring both accuracy and a positive service experience for beneficiaries.

Provide Feedback

• Report daily on stats related to claim processing and outcomes.

Achieve Targets

• Meet personal daily and monthly production, quality, and client satisfaction targets.

Service Level Compliance

• Familiarise yourself with the prescribed SLAs for processing death claims.
• Track the processing time for each request to ensure compliance with SLAs.
• Communicate proactively with relevant stakeholders if death claims are at risk of exceeding their SLA.

Tools and Systems Usage

• Utilise Jira, Gemstone, and BPM systems accurately to record incidents, track progress, and document the death claim process.
• Ensure all entries in these systems are complete and reflect the correct status of the actions taken.
• Validate data in the systems regularly to avoid errors and maintain data integrity.

Participate in Projects and Reporting

• Be involved in continuous improvement projects aimed at optimising the death claim process.
• Provide feedback based on your experiences to enhance operational efficiency.
• Generate regular reports on death claim processing statistics, trends, and issues to share with management and stakeholders.

Collaboration and Support

• Set up regular meetings with the death claims, forensics and risk teams to discuss ongoing issues and collectively brainstorm solutions to complicated problems.

Service Excellence

• Exceptional Service: Deliver professional, efficient, and positive service in every interaction, ensuring that queries and requests are handled with care and urgency.
• Consistent Client Experience: Ensure consistent, high-quality service experience even in high-pressure, fast-paced, and deadline-driven environments.
• Client-Centric Approach: Apply Client Centric and Treating Customers Fairly (TCF) principles in all engagements, ensuring fairness and transparency.
• Thoughtful Communication: Provide personalised, professional responses via phone and email that are tailored to the unique needs of Advisers and their clients.
• Client Engagement: Maintain proactive, clear, and consistent communication with Advisers, their admin teams, and Channel Partners throughout all processes.
• Client Confidentiality: Handle all client information with the utmost confidentiality to uphold trust and data security.

Instruction Processing & Operational Efficiency

• Accurate Instruction Processing: Accurately capture and process valid client instructions on the first attempt, meeting or exceeding defined service-level agreements consistently.
• Information Collection: Request and compile necessary documentation in line with legislative, compliance, and risk protocols.
• Problem Resolution: Investigate, follow up, and resolve client enquiries efficiently, engaging relevant stakeholders and ensuring continuous feedback is provided.
• Process Improvement: Participate in service enhancement initiatives to improve client experience, operational efficiency, and risk mitigation.

Compliance & Risk Management

• Regulatory Adherence: Consistently comply with all product rules, legislation, risk frameworks, and compliance procedures.
• Risk Ownership: Actively manage reputational and financial risks associated with client interactions and instruction processing.

Teamwork & Collaboration

• Cross-Team Collaboration: Support the Wealth teams in shared processing responsibilities, contributing to the goal of becoming a centre of excellence.
• Shared Accountability: Work towards team targets and take joint ownership of achieving collective outcomes and service standards.

Performance & Growth

• Target Achievement: Take responsibility for achieving personal daily and monthly performance goals related to productivity, service quality, and client satisfaction.
• Continuous Learning: Pursue ongoing self-development and stay updated on products, processes, compliance, and industry regulations to strengthen service delivery.
• Professional Development: Commit to building expertise and broadening knowledge to provide informed, value-adding service.

Values & Behaviour

• Momentum Group Values: Demonstrate and promote the organisation’s core values—Accountability, Diversity, Excellence, Integrity, Innovation, and Teamwork—in every aspect of your role.

Competencies

• Service Mindset: Shows a genuine passion for helping others and always aims to deliver excellent service. Has a positive, can-do attitude that motivates others.
• Teamwork and Collaboration: Works well with colleagues and stakeholders. Builds strong relationships and contributes to a supportive team environment.
• Proactive and Adaptable: Takes initiative to offer personalised service and easily adjusts to change, seeing it as a chance to learn and grow.
• Independent and Collaborative: Comfortable working on tasks alone or as part of a team, and knows when to ask for help or take the lead.
• Relationship Building: Builds strong, professional relationships with people at all levels, both inside and outside the organisation.
• Good Organisation: Stays organised, works efficiently, and manages time well to meet deadlines and priorities.
• Detail-Oriented: Pays close attention to detail to ensure work is accurate and of high quality, which helps build trust with clients.
• Honest and Trustworthy: Acts with honesty and integrity, always respecting client confidentiality and upholding the values of the business.
• Resilient and Determined: Stays focused and productive, even when facing challenges or pressure.
• Ethical and Values-Driven: Follows company values and ethical standards, treating everyone with respect and promoting inclusion.
• Clear Communication: Communicates clearly and confidently, both in writing and speaking, and shares information in a helpful, respectful way.
• Analytical Thinking: Can work through data and information to solve problems, ask the right questions, and come up with practical solutions.