Consultant: Life Customer Services at Old Mutual iWYZE

Purpose of the Job    

the Consultant: Life Customer Services will act on customer service requests by making and taking phone calls and interacting with customers, to provide an improved customer experience with the focus on servicing all existing customers.

Critical objectives and responsibilities:

To provide quality client services

• Take inbound and make outbound calls in accordance with predetermined schedules and online customer requests
• Telephonically take customer through the service process.
• Finalise calls at point of contact, where possible.
• Deal with all customers in a professional manner in strict accordance with iWYZE values and standards.
• Manage time and workloads to ensure that deadlines and targets are met.
• Demonstrate an excellent knowledge of the IWyze products, services, claims process and retention criteria in order to recommend the right solution and offer exceptional service to the customer.
• Be personally responsible for reaching set targets.
• Identify trends and opportunities for improvements or new products/ services based on customer input, and escalate to the Team Leader: Operations.

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
• Gather feedback on customer satisfaction and report to the relevant party
• Proactively suggest improvements in customer service and relations where applicable.
• CONFIDENTIAL
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.

Continuous improvement to ensure good quality

• Adhere to agreed processes in order to deliver targeted operational results.
• Continuously strive to enhance and improve the Human Resources processes.
• Represent and market this process internally to peers and clients.
• Identify and report on Direct Distribution process issues

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 the Direct Distribution team to deliver required service levels.
• Actively participate in the Direct Distribution team to ensure functional balanced scorecard objectives are achieved.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Actively participate in own professional development and career path.

 Knowledge & skills

• Grade 12
• Relevant Post matric qualification an advantage
• Appropriate insurance qualification (FAIS & RE non-negotiable)
• 2 year Long Term Insurance and/or Call Centre experience
• Computer literate, preferably with call centre software.