• Job Description

  Req#: JR-55006

  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

  This role deals with clients via telephone and/or correspondence on ambiguous and complex cases, playing a strong support role sharing information and persuading clients of appropriate course of action where necessary. The incumbent escalates very few cases, and is individually accountable for achieving results through own efforts.

  Deals with clients via telephone and/or corresponse in adherence to procedural, productivity and quality standards (as per other clerical staff), the standards that need to be achieved may differ from day to day based on where the business will best use this person's exceptional skills for that period (sometimes used in Rapid Response Team type team/SWAT team)

  Plays a strong support role involving sharing information and an element of convincing

  Takes inbound or makes outbound calls

  Deals with correspondence-related functions when required

  Is fully multi-skilled across all products and/or processes

  Is able to rotate between calls and correspondence for the day or part of the day as required (used in accordance with business requirements)

  No or limited escalation is required because of the skill and/or experience of the individual

  Is able to deal with ambiguity and complexity on a regular basis

  May act as mentor to less experienced service consultants because of level of product and/or process knowledge

  Is required to assist more junior staff with technical escalations and coaching

  Is required to assist management with attending to and resolving complex escalations

  Assist in re-designing of processes

  Role qualifications and Experience

  Matric or relevant tertiary qualification

  A minimum of 3 years experience in the financial services industry

  Computer literacy essential (Word/Excel/ Outlook/Powerpoint)

  Strong desire to provide superior service

  Very strong analytical and logical reasoning skills

  Excellent communication (verbal and written) and interpersonal skills

  Able to display tact, diplomacy and empathy

  Employee benefits experience

  Knowledge of pension fund administration and legislation

  Superfund product knowledge advantageous

  Old Mutual Compass, EMS and AWD/Chorus experience advantageous

  Skills

  Education

  Matriculation Certificate (Matric)

  Closing Date

  14 June 2024

  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.

  Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

  All prospective employees are required to disclose their vaccination status as part of the recruitment process.

  Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

  The Old Mutual Story!

• About the company

  Old Mutual Limited is a pan-African investment, savings, insurance, and banking group.

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