Commercial Lines Processing Consultant at Old Mutual

Job Description

• 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.
• Computer literate.