OMF Service Center Consultant-6 at Old Mutual

This role delivers client services by making outbound calls to existing OM Money Account clients in adherence to procedural, productivity and quality standards. The incumbent is individually accountable for achieving results through own efforts.

This role delivers client services by making outbound calls to existing OM Money Account clients in adherence to procedural, productivity and quality standards. The incumbent is individually accountable for achieving results through own efforts.

Telephony

• Maintain professional telephonic interaction and management with OMF clients.
• Performance will be tracked against Money Account metrics with the aim of getting customers to increase usage and retain customers.
• Support overall lifecycle goals. Cross-sell and upselling of OMF products.
• Finalise service calls, with all relevant notes captured, where possible to reduce or eliminate after call handling/idle time.
• Attempt to resolve more complex queries and aim for first call resolution, but may escalate when necessary.
• Continuously staying abreast of all digital campaigns. Ensuring that functionality is understood and expressed to the customer effectively.
• Engagement with customers to be in line with OMF compliance and regulations.

Personal Effectiveness

• Accountable for service delivery through own efforts.
• Individually accountable for managing own time, tasks and output quality.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.
• Makes increased contributions by broadening individual skills.

Relationship Building

• Responsible for building strong relationships with customers, team members and stakeholders.

Minimum Requirements

• Grade 12
• 1 – 2 years banking experience in a sales and service environment