Servicing Agent at Old Mutual

Job Description

Key Responsibilities:

• Campaigns: Execute service campaigns not limited to:
• Yearly Update – Ensuring customers remain users on the platform and update their will annually.
• Wills Upload – Driving customer behaviour tupload correctly signed wills
• Wills Verification – Becoming a subject matter expert in Wills Review and Verification.
• Courier Booking – Ensuring signed customer wills are collected and stored in the Old Mutual Will Vault.
• Inbound calls – managing inbound calls and dealing with customer queries related tOM Wills or refer tthe relevant department for assistance .
• Indexing and checking received wills - collecting signed wills, check tensure will is valid and manage indexing in the vault

Duties would include but not limited to:

• Meet targets as it relates tcustomer service which includes but is not limited to client satisfaction surveys and internal turnaround time SLA’s.
• Make 100 – 150 calls p/d
• Targets below will be based on the customers the actual agent services:
• 5% of Yearly update campaign customers update their will.
• 10% of Upload campaign customers proceed tupload their will.
• 80% of uploaded wills pass verification.
• 50% of verified wills are couriered tOld Mutual.
• Remain professional and polite, even when faced with frustrated and angry customers.
• Provides specialist knowledge and executes account development strategies and sales business plans in order tachieve medium-sized sales targets.

Responsibilities
Data Collection and Analysis

• Collate and analyze data using preset tools, methods, and formats. Involves working independently.

Information and Business Advice

• Resolve queries from internal or external customers or suppliers by providing information on complex processes and the related policies, referring issues tothers where necessary for interpretation of policy.

Document Preparation

• Prepare moderately complex documents using a variety of applications for technology devices, such as standard office software. Alsresponsible for gathering and summarizing data for reports.

Insights and Reporting

• Extract and combine data tgenerate standard reports.

Customer Relationship Management / Account Management

• Make calls (by telephone or in person) tallocated customers tmaintain and strengthen existing relationships. Act as a first point of contact for resolving customer queries and complaints.

Financial Advice

• Conduct comprehensive financial planning and advice services for more complex client situations.

Sales

• Deliver mostly routine sales support services.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct tensure own work adheres tthose 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

• Accounting, Action Planning, Computer Literacy, Data Analysis, Database Reporting, Data Compilation, Data Interpretations, Evaluating Information, Management Reporting, Numerical Aptitude, Oral Communications, Professional Presentation, Report Review, Sales Software, Statistical Analysis Techniques

Competencies

• Communicates Effectively
• Customer Focus
• Decision Quality
• Ensures Accountability
• Manages Complexity
• Optimizes Work Processes
• Plans and Aligns
• Tech Savvy

Education

• Matriculation Certificate (Matric)  (Required)

Closing Date

• 11 April 2025 , 23:59