Multi Skilled Servicing Professional at Old Mutual

Key focus of the role

To provide 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.

The incumbent is individually accountable for achieving results through own efforts.

Role Description & Key Result Areas

• Deal with client enquiries via telephone (inbound and outbound), email, and web-chat.
• First contact resolution of applicable queries/ transactions.
• Deals with first level escalations and complaints.
• Effectively manage customer expectations.
• Processing new and existing business on behalf of customers and advisors.

Customer Service Delivery

• Initiates process  and deals with clients requests across different platforms while adhering to productivity standards.
• Deals with first line queries and escalates complex queries appropriately (inbound and outbound)
• Finalises request at point of contact where possible.

Personal effectiveness

• Conduct themselves in an ethical manner at all times.
• Individually accountable for managing own time, tasks and quality of output for periods of 1 day to a maximum of 3 months.
• Takes accountability for own performance, personal and career development.
• Improve knowledge and competencies by continual self-study and making use of learning opportunities available in the business.

Relationship building

• Converse with our customers in a way they fully understand and provide helpful solutions and products based on their needs and providing an exceptional customer experience.
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
• Demonstrates behavior in support of the organizational values.
• Takes accountability for own performance, personal and career development.
• Contribute to the overall effectiveness and success of the team.
• Maintain an ability to adapt to ever changing business and customer needs.

Personal Attributes

• Customer Centric
• Problem Solving
• Action Oriented self-starter
• Collaborative
• Computer literate
• Strong Communication (verbal/ written)

Qualifications and experience:

Role Requirements

• Matric (with Maths) or equivalent NQF level 4 qualification.