Introduction

Through our client-facing brands Metropolitan and Momentum, 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. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesses.

An opportunity has opened in Momentum Retail Product Management area. The position is based at our Cape Town offices at Parc du Cap in Bellville.

The successful candidate will form part of a team that is responsible for providing technical product support for products sold to the Metropolitan Life clients. The range of products includes old and new generation savings, universal life and conventional with profit products.

Role Purpose

The Product Support Specialist will be a critical part of the Product Management team within Momentum Retail. They will provide expert-level support to internal and external stakeholders, proactively identifying and resolving complex product and system-related queries. This role also involves analysing policy data to troubleshoot system issues and support large case quotations, ensuring product efficiency and seamless sales processes.

Requirements

Grade 12/Matric or NQF 4 equivalent with Accounting or Mathematics.
Minimum of 5 years’ experience in a product support, client services, or similar role within the life insurance industry.
Knowledge of insurance products, contracts and relevant industry legislation.
Proficiency in life insurance administration systems.
Familiarity with business workflow tools.
Strong analytical skills and demonstrated experience with data analysis.
Excellent problem-solving, troubleshooting, and critical thinking abilities.
Outstanding communication skills (written and verbal), with the ability to tailor explanations to different audiences.
Ability to multitask and prioritize effectively under pressure.

Duties & Responsibilities

Product & System Expertise: Maintain in-depth knowledge of life insurance products, their lifecycle and the rules that govern them including the internal policy administration systems.
Troubleshooting & Support: Investigate and resolve complex queries from internal stakeholders (actuarial product owners, client and service administrators) and external (ombudsman, regulators) in a timely manner. This includes producing actuarial certificates and reproducing policy values through fund build-ups.
System Issue Investigation: Proactively access policy data within the system to identify, analyse, and assist in resolving system errors, inconsistencies, or other technical issues.
Test the implementation of system changes.
Special Quotations: Collaborate with actuarial and other teams to understand client needs in generating accurate quotations for large, complex cases to facilitate sales. Monitor and track the progress of special quotes, following up with relevant parties to ensure timely completion. Recording and analysis of special quote requests received to provide the product management team with insights to the industry landscape and type of business written.
Communication & Documentation: Maintain clear documentation of queries, resolutions, special quotes, and process improvements. Effectively communicate complex product information and special quotes outcomes to both technical and non-technical stakeholders.
Continuous Learning: Stay updated on regulatory changes, product updates, and industry trends within the life insurance industry.
Compliance and Regulation: Ensure compliance with company policies and industry regulations.

Competencies

Strong numerical skills and attention to detail.
Excellent communication and interpersonal skills.
Client centric with a dedicated focus on providing excellent service.
High degree of self-motivation and the ability to work independent of supervision.
Good knowledge of computer applications such as Excel, Word, Outlook, and other administrative software for performing various tasks.
Ability to manage multiple tasks, meet deadlines, interpreting data and pay attention to detail.
Flexibility to cope with pressure and setbacks.

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Product Support Specialist