NMG Benefits provides consulting, actuarial and administration expertise in the healthcare and retirement fund environments, and this extends to financial planning for individuals. This allows NMG to provide an end-to-end solution across the healthcare, retirement fund and financial planning needs of employers and their employees.
NMG Benefits is a subsidiary of the NMG Group, a global advisory and intermediary services firm with over 35 years’ experience. Our purpose is to find a better way by always putting the member first by providing independent, strategic consulting services.
Our international presence makes us capable of providing in-depth analytical intelligence to our clients, while our NMG benefits team is designed to provide a personalised service.
At NMG we have been placed in a position of privilege and trust to manage the well-being of our client’s financial futures. We are proud that more than 50 blue chip South African companies trust our advice and implement our recommendations.
As a Health Care Member Support Agent at NMG Benefits, you will be the first point of contact for members seeking assistance with their medical aid, gap cover, and other health-related benefits. Your role is to provide empathetic, accurate, and efficient support, ensuring a seamless and informed member experience while navigating their health care options. You will act as a trusted advisor, demonstrating in-depth knowledge of healthcare offerings and delivering service that reflects NMG’s commitment to excellence and care.
Customer Engagement
• Handle inbound calls, emails, and other communication channels professionally and promptly.
• Deliver friendly, helpful, and tailored service to each member, ensuring a positive interaction at every touchpoint.
Problem Solving & Resolution
• Identify member needs accurately and offer appropriate guidance or solutions.
• Resolve issues efficiently or escalate complex matters to relevant departments, ensuring end-to-end resolution.
Effective Communication
• Follow communication guidelines or scripts where required while adapting to individual needs.
• Convey benefit information clearly, in plain language, with empathy and professionalism.
Documentation & Data Accuracy
• Capture all member interactions in the CRM system with attention to detail.
• Maintain up-to-date and accurate records of queries, resolutions, and follow-ups.
Performance & Quality Management
• Consistently meet or exceed key performance metrics (e.g., resolution time, customer satisfaction, first-call resolution).
• Participate in regular performance reviews and training updates.
Escalation & Issue Management
• Escalate unresolved issues, fraud indicators, or service gaps appropriately.
• Follow up on escalations to ensure timely feedback and resolution and provide regular feedback to the member on the status of their query.
Knowledge & Compliance
• Maintain an up-to-date understanding of medical schemes, gap cover, insurance products, and regulatory requirements.
• Adhere to POPIA and other data protection laws when handling member information.
Office-based role
At NMG, we are passionate about helping people make the most of their health and wellness benefits. You’ll be part of a dynamic, purpose-driven team that values integrity, compassion, and excellence in everything we do. We’re committed to your professional growth, offering opportunities to learn, develop, and advance your career within a supportive and innovative environment.