Old Mutual was established in Cape Town in 1845 as South Africa's first mutual life assurance society. Our purpose is to help our customers thrive by enabling them to achieve their lifetime financial goals, while investing their funds in ways that will create a positive future for them, their families, their communities and broader society.
Perform service requests (new business and/or after sales service) received from customers for and on behalf of Commercial DFA Agents and/or Tied Agents by processing transactions within Underwriting Guidelines criteria in order to provide an improved customer experience.
Service Delivery to ensure customer satisfaction
Process and/or respond to all requests accurately as per requests received.
Deal with all customers in a professional manner in strict accordance with Old Mutual Insure values and standards.
Manage time and workloads to ensure that deadlines and targets are met.
Demonstrate an excellent knowledge of the Alternative Distribution Channel products, services, claims process and retention criteria in order to offer exceptional service to the customer.
Be personally responsible for reaching set targets.
Adhere to service standards and provide quality service delivery
Provide customer services in line with quality and performance standards.
Build positive customer relations and solve or escalate customer queries and complaints.
Build and maintain excellent relationships with key internal external stakeholders.
Contribute to a service culture which builds rewarding relationships and proposes innovations to provide exceptional client service.
Continuous improvement of work outputs
Adhere to agreed processes in order to deliver targeted operational results.
Continuously strive to enhance and improve the Processing processes.
Represent and market this process internally to peers and managers.
Identify and report on processing process issues. Ensure process, product and systems optimisation is prioritised in order to deliver targeted strategic advantage.
Adhere to all financial requirements to ensure cost control and governance adherence
Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
Comply with corporate governance policies, procedures and standards.
Operate within agreed mandates.
Quality people practices
Align own behaviour with the organisation culture and values.
Share and transfer product, process and systems knowledge to colleagues.
Collaborate and work with team to deliver required service levels.
Actively share information with other team members regarding successes, issues, trends and ideas.
Actively participate in own professional development and career path.
Experience, knowledge & skills required
Grade 12.
2 – 3 years’ experience in Commercial Underwriting.
FAIS Compliant (or studying towards compliance within 12 months) advantageous.
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