Personal Lines Services Consultant at Old Mutual

Job Description

Purpose:

• Manage the end-to-end customer experience for new and existing business by providing first line support to resolve queries, service and retain existing policies and generate sales by co-ordinating activities within Service Level Agreements (SLAs).

Responsibilities:

• Telephonically guide customers through the product offering, pricing, terms and conditions.
• Take ownership of queries and ensure they are resolved timeously and effectively.
• Handle urgent and complex enquiries and requests received telephonically and via email.
• Escalate unresolved matters and keep the customer informed of any delays in resolving an issue.
• Maintain the outlined QA average on all calls.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Accurately and efficiently capture all customer data.
• Finalise calls at point of contact, where possible.
• Forward accurate policy documents to customers within mandated timeframes.
• Demonstrate excellent knowledge of the business product offerings, campaigns, rules and conditions in order to recommend the right solution to the customer.

Requirements [Skills & Experience]:

• Grade 12
• Regulatory Examination (RE) – (Required)
• Minimum NQF Level 4 Short Term Insurance (Required)
• Relevant Tertiary – or Insurance Qualification. 
• 2 – 3 years’ experience in the short-term insurance industry.

Competencies:

• Customer Service: Putting the customer at the heart of business decisions and driving to improve value for customers.
• Collaboration: Creates trust, respect and builds meaningful relationships. Able to handle a wide range of relational challenges to ensure collaboration across boundaries.
• Executing: Displays consistent energy, drive and perseverance in order to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.
• Analytical Thinking
• Customer Interaction

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

• 10 November 2025