Customer Service Specialist

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 client 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 correspondence 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 a financial services industry
• Employee benefits experience
• Knowledge of pension fund administration & legislation
• Sound knowledge of Superfund products.
• Computer literacy essential (Word/Excel/Outlook/PowerPoint)
• Client Services Experience: Relevant experience in client services is essential, ensuring the candidate can effectively manage client relationships and address their needs.
• Strong Communication Skills: The ability to communicate clearly and professionally, both in writing and verbally, is crucial for interacting with clients and team members.
• Analytical & Reasoning Skills: very strong analytical & logical reasoning skills required to assess client data, identify trends, and make informed decisions that enhance service delivery.
• Excellent communication (verbal & written) and interpersonal skills
• Able to display tact, diplomacy & empathy
• Old Mutual Compass, EMS and AWD System experience advantageous

Skills

Analytical Thinking, Client Service, Communication, Customer Escalation, Microsoft Office

Competencies

Action Oriented

Communicates Effectively

Customer Focus

Decision Quality

Ensures Accountability

Interpersonal Savvy

Manages Ambiguity

Manages Complexity

Education

Matriculation Certificate (Matric) (Required)

Closing Date

05 June 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.

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