Reference Number: MMH260224‑23
Closing Date: 12 March 2026
Position Type: Permanent
Role Family: Client Services
Location: Maseru, Lesotho
Introduction
Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables businesses 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.
Disclaimer: As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose
To deliver efficient and professional client service by managing inbound and outbound communications with members, brokers, and service providers. The role is responsible for responding to enquiries, resolving complaints, troubleshooting issues, and providing accurate information and solutions related to products and services. It also involves reviewing, assessing, and managing health claims in accordance with relevant legislation, company policies, and service level agreements, while ensuring a high standard of service delivery and meeting stakeholder and business expectations.
Requirements
• 1–2 years’ experience in customer service and call centre environment
• 1–2 years’ experience in medical aid claims processing
• Experience in paper and/or EDI claims processing (desirable)
Duties & Responsibilities
Internal Process
• Manage and resolve members, brokers, and service providers’ queries telephonically and across all interactive channels
• Provide clients with product and service information
• Identify and escalate priority issues
• Advise and provide the right solutions to clients
• Route calls to appropriate resources
• Follow up client calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs as per standard procedures
• Produce management reports at agreed intervals
• Partner with relevant stakeholders to improve claims assessment and client experience
• Contribute to development of procedures within area of specialisation
• Keep accurate records of all claims assessed
• Keep abreast of regulatory frameworks and insurance-related decisions
• Assist with continuous improvement efforts, including quality enhancement and cost reduction
• Provide insight and testing support for claims systems
• Review claims policies, practices, and documentation to meet risk and legislative requirements
• Provide accurate reporting, analysis, and insights on claims assessed
Client
• Provide authoritative expertise to clients and stakeholders
• Build and maintain relationships with clients and internal/external stakeholders
• Deliver on service level agreements
• Recommend improvements for fair client treatment
• Contribute to a service culture that drives positive client experiences
People
• Maintain productive working relationships with peers and stakeholders
• Participate in change initiatives
• Continuously develop professional, industry, and legislative knowledge
• Share and implement new ideas
• Take ownership of career development
Finance
• Contribute to financial planning within the area
• Identify opportunities for cost-effectiveness and operational efficiency
• Manage company resources responsibly
• Provide input into risk identification processes
Competencies
• Examining Information
• Interacting with People
• Managing Tasks
• Documenting Facts
• Making Decisions
• Producing Output
• Interpreting Data
• Meeting Timescales