Digital Service & Escalations - Metropolitan Life

Metropolitan Life | Cape Town, Western Cape

Description : Digital Service & Escalations. Company : Metropolitan Life. Location : Cape Town, Western Cape

Introduction

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-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.


Visit us at: www.metropolitan.co.za



Role Purpose

Process, investigate and resolve stakeholder requests, de-escalate level 1 complaints and handle escalations received via all Metropolitan social media platforms as well as via the Digital self-service WhatsApp and Web capability.



Requirements

  • Matric or Certificate in Financial Service or NQF Level 4

  • 2 – 4 years client service experience within an insurance or financial services environment

  • Knowledge and understanding of the workings of existing social media platforms

  • Working knowledge of Insurance Products, Insurance Law, Compliance, Pension Funds Act, and Income Tax Act and TCF principles

  • Knowledge and understating of Digital service processes as well as Digital Service capabilities including the DataEQ ticketing system


Duties & Responsibilities

INTERNAL PROCESS:


  • Handle all customer queries and complaints raised on the social platforms which includes Facebook, Instagram, Twitter, WhatsApp, Web and correspondence mailboxes

  • Ensure written communication is clear, professional and avoid jargon

  • Ensure that brand integrity is retained

  • Review existing process and provide feedback on appropriate enhancements

  • Support the Social Media Community manager with input to amend appropriate scripting where applicable

  • Handle and de-escalate where applicable all incoming Digital L1 complaints from all stakeholders

  • Rank and prioritize service requests effectively on DataEQ

  • Ensure that request, complaint, and escalation is completed with feedback loop to keep client

  • Take a customer-focused approach to handle complaints and escalations

  • Strong follow-up required on all the assigned cases

  • Provide resolution within the framed timelines

  • Ensure that all written communication is carried out as per the Service procedures

  • Manage turnaround times to meet stakeholder expectations

  • Update complaint register with outcome and action to business


CLIENT:


  • Investigate client queries within the agreed service level and ensure that client receives timeous feedback

  • Shows empathy for others and a willingness to go the extra mile

  • Ensure that the client remains informed throughout the process of investigation - manage client expectations

  • 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

  • Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery

  • Contribute to the process of developing client service standards to ensure clients receive clear and accurate information and are kept informed at all times


PEOPLE:


  • Develop and maintain productive and collaborative working relationships with peers and stakeholders

  • Display a positive attitude and a passion to serve others

  • Positively influence and participate in change initiatives

  • Embrace the culture and way of work of organisation

  • 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 solutions 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

  • Contribute to managing the Ombudsman account by responding within agreed turnaround time


Competencies

Business Acumen: 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.


Client/Stakeholder Commitment: Anticipates, meets and exceeds client’s needs by creating long lasting relationships that support the client value proposition, supports their financial wellness and ensures client centricity.


Drive for Results: Drive a sense of urgency, focus, accountability, agility, and execution to deliver business results.


Leads Change and Innovation: Actively leads change, does what is right for the client (business) and drives continuous improvement through innovation.


Collaboration: Prioritises the business interests of Momentum Metropolitan and invests in the success of the group by aligning effort across divisions.


Impact and Influence: Persuades, convinces, influences, and inspires others, both within Momentum Metropolitan and externally to win support, loyalty and gain commitment to the purpose of Momentum Metropolitan.


Self-Awareness and Insight: Manages self and relationships with others effectively, deals with ambiguity, uncertainty, and pressure, and provides perspective in difficult situations.


Diversity and Inclusiveness: Is sensitive to individual and cultural differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.