Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description Summary

This role provides response to administrative requirements in accordance with SLA parameters in a processing environment as well as contact centre,
The incumbent is individually accountable for achieving results through their own efforts with support, coaching and direct supervision efforts.

 

SPECIFIC KEY RESULT AREAS:

· Client engagement: Service Customers, advisors, brokers, executors, 3rd parties, etc.  through our various servicing channels, i.e. inbound calls, emails, Digital applications, etc.

· Assisting with enquiries related Claims, Withdrawals, Policy Changes or Amendments, Money Management, i.e. Premiums, Debit order Queries, etc.

· Communicate progress to clients

· Maintaining confidentiality of personal information

· Support the management of complaints, escalations and queries with customers

·  Ensure compliance with all policies, procedures and regulations

·  Receiving and submitting AML requirements

·   Receiving, verifying, and submitting Balance of Payments (BoP) forms for offshore transactions

·  Processing instructions and supporting documentation via POCR processes

Personal Effectiveness

·   Accepts and lives the company values.

·   Accountable for service delivery through own efforts.

·   Collaborates effectively with others to achieve personal results.

·    Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.

·    Makes increased contributions by broadening individual skills.

 

Quality Assurance

·   Adheres to service and quality standards as provided by Client Experience Team

 

Requirements: Skills, Qualifications and Experience required:-

·  Matric or equivalent NQF qualification

·  Intermediate to advanced proficiency in MS Office programs

·  Ability to prioritize work and work in a Team

·  Strong communication and interpersonal skills, both written and verbal

· Ability to collaborate with others to accomplish objectives.

 

Competencies

·        Problem Solving

·        Attention to detail.

·        Communication Skills

·        Initiating Action

·        Planning & Organising

·        Team Orientation

·        Technical knowledge of OML applications such as EMS, Omunet, Bizagi, GCS and Secure Services (advantageous)

Additional Requirements:-

 

Familiarity with Old Mutual products, such as Old Mutual Protect, the Mass Foundation Cluster, Group Schemes Retail Mass Market and PF offerings will be highly advantageous

Skills

Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInstills TrustInterpersonal SavvyNimble Learning

Education

Matriculation Certificate (Matric)

Closing Date

17 April 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!