Multi Skilled Consultant at Old Mutual

Job Description

• The position is that of a Senior Administrator whose primary role is to administer LISP & Unit Trust and Third Party Administration transactions that a client may request and assist the team in providing world-class service to all clients. The incumbent is individually accountable for achieving results through own efforts.

Key Performance indicators:

• Documentation Processing
• Personal Effectiveness
• Quality Assurance

Specific Key result Areas

• Resolution of queries and management of exceptions to business rules.
• Processing of LISP/Unit Trust/ Third Party Administration work-types via IBC, EMS and Bizagi.
• Telephonic and written communication in a clear, concise, and professional manner to stakeholders.
• Communicate problems and suggest solutions regarding existing processes.
• Help colleagues reach team and departmental targets.
• Plan work allocated to ensure compliance with applicable service standards.
• Resolution of complex queries and management expectation to business rules
• Ensure that quality principles are applied to all aspects of processing.
• Monitoring of Monthly excel statements – for both Mancos.
• Uploading of TER file to Finswitch
• Transaction file of Finswitch - We monitor these daily for (rejections)
• Management of transfers in between entities
• Management of SAP Fees – received monthly from CURO (+-60 Disinvestments)
• Management Fees for Mutual&Federal – (Monthly 2nd working day of each month by downloading data from IBC)
• Downloading of statements for Audit requirements for internal/external stakeholders
• Fund-Linking – of trades processed via Finswitch
• Drafting of Welcome letters
• Corrections – correcting of client portfolios

Qualifications and experience:

Role Requirements

• Matric with Mathematics and/or Accounting is essential.
• Post matric qualification will be advantageous.
• Processing experience on LISP/Unit Trust funds/ Third Party Administration and products essential.
• Knowledge and Processing on IBC is essential.
• Ability to Process Correspondence on AWD/Bizagi is essential.
• Previous relevant working experience within a processing environment.
• Computer literacy - Ms Excel and Outlook.
• Adaptable to rapidly changing environment.
• Excellent communication and writing skills.
• Show initiative and drive.
• Able to work under pressure and be adaptable.
• Stress Tolerance and flexibility.
• Sound understanding of the Investment industry.
• Awareness of client-care principles.
• Ability to give and receive feedback.
• Personal need for continuous learning.
• High level of attention to detail.
• Can-do positive attitude.
• Demonstrate personal integrity and accountability.
• High energy level and a passion for clients.
• Sense of urgency and a need for achievement.
• Ability to work independently and be a reliable team player.
• Own transport/reliable transport arrangements to be able to work later or come in earlier.
• The above summary is in line with Old Mutual Wealth Corporate.

More detail is provided below:

• 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 basic customer questions about the product/service.

Customer Order Processing

• Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.

Resolving Customer Issues

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

Customer Relationship Development / Prospecting

• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data

• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Needs Clarification

• Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.

Renewals

• Provide exceptional service to customers to encourage continued use of the organization's products/services.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

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
• Communicates Effectively
• Customer Focus
• Decision Quality
• Ensures Accountability
• Interpersonal Savvy
• Manages Ambiguity
• Manages Complexity

Education

• NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date

• 20 March 2025 , 23:59