Client Relationship Manager at Old Mutual

Job Description

• Provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards.
• Provides specialist product and service knowledge that may lead to sales generation.

Responsibilities

Product/Service Information

• Provide advanced product/service information and respond to complex customer questions about the product/service.

Customer Order Processing

• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.

Resolving Customer Issues

• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

Customer Relationship Development / Prospecting

• Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships.
• Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Relationship Management (CRM) Data

• Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.

Customer Needs Clarification

• Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Renewals

• Help drive customer renewals through exceptional service, supporting the sales teams as required.

Operational Compliance

• Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential.
• Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Qualifications, Skills and Experience required

• Matric
• NQF5/NQF5 Wealth Management
• A minimum of 3-5 years Relationship Management background

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 Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality
• Directs Work
• Interpersonal Savvy
• Manages Complexity

Education

• NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Closing Date

• 15 December 2025