Multi-Skilled Servicing Professional (Fixed Term) at Old Mutual

Key Result Areas

Customer-Centric Claims Handling

• Puts customers first and provides empathetic, efficient support throughout the claims journey, ensuring every interaction reflects care, clarity, and professionalism.
• Delivers timely responses and proactive updates to maintain a positive customer experience.

Quality & Accuracy in Claims Assessment

• Completes assessments with precision and fairness while maintaining a customer‑first approach.
• Applies sound judgment to ensure accurate claim outcomes that balance customer needs and policy requirements.

Relationship & Communication Excellence

• Communicates complex claim information in a clear, compassionate, and customer‑friendly manner.
• Builds trust by managing expectations and resolving queries with empathy and efficiency.

Operational Efficiency

• Manages claims within agreed service levels, demonstrating both speed and care in processing.
• Identifies opportunities to simplify or improve the customer experience throughout the claims lifecycle.

Collaboration & Continuous Improvement

• Works closely with team members and partners to deliver a seamless claims journey.
• Actively contributes ideas to enhance customer satisfaction and overall claims efficiency.

Claims Documentation & Compliance Accuracy

• Responsibilities include interpreting submitted documents, accurately capturing information, ensuring compliance, and addressing technical challenges of an operational nature.
• Ensures all documentation meets regulatory, procedural, and quality requirements.

Stakeholder Engagement & Verification

• Makes calls to relevant stakeholders to verify information and assess potential payout.
• Builds reliable information sources to support accurate and fair claim decisions.

Individual Accountability for Outcomes

• The role is individually accountable for delivering accurate and timely outcomes through own efforts.
• Demonstrates ownership, responsibility, and professionalism in every step of the claims process.t

Customer Issue & Complaint Resolution

• Responds to basic and advanced customer issues and complaints – escalate appropriately.
• Ensures that all escalations are handled promptly, with clear communication and proper follow‑through.

Skills Experience and Knowledge

• Matric (essential)
• Post‑matric qualification in administration, finance, or a related field (advantageous)
• 1–2 years administration experience (preferable), ideally within a high‑volume, customer‑focused environment
• Working knowledge of claim payments and related processes (advantageous)
• Knowledge of Old Mutual products and claims processes, including Greenlight, Max Income, Max Investment, OMP, and Group Schemes (advantageous)
• Familiarity with Old Mutual systems, including AWD, BANCS, BIZAGI, CMOS, EMS, Omunet, and Outlook
• Computer literacy (MS Office) with accurate typing skills and disciplined document management
• Call Centre experience, with the ability to manage customer interactions professionally and efficiently
• Strong numerical accuracy and reconciliation skills, including allocations, variances, and balancing activities
• Critical thinking and anticipation – questions assumptions, identifies next steps, and proactively pre‑empts potential issues
• SLA discipline and throughput management – able to prioritise effectively in fast‑paced, high‑volume operational environments
• Case management excellence – maintains clean case notes, clear evidence trails, and audit‑ready documentation
• Stakeholder engagement – consistently professional, empathetic, and clear communication across all interactions
• Quality assurance compliance – adheres to Quality Tool requirements, authorisation protocols, and maintains a “first‑time‑right” delivery mindset
• Governance and confidentiality – strict adherence to POPIA, internal controls, and all risk‑management expectations
• Excellent verbal and written communication – able to read, interpret, and respond to queries promptly and professionally
• Ability to work under pressure – remains composed and productive in a dynamic and changing environment
• High attention to detail and accuracy – ensures precision in documentation, processing, and information capture
• Good judgement and proactive problem‑solving – identifies root causes, offers solutions, and exercises sound decision‑making
• Team‑oriented with strong interpersonal skills – collaborates effectively and contributes positively to team dynamics
• Deadline‑driven and results‑focused – maintains momentum and delivers consistently within set timelines
• Information processing capability – able to analyse information and provide clear, structured, and actionable feedback