Old Mutual was established in Cape Town in 1845 as South Africa's first mutual life assurance society. Our purpose is to help our customers thrive by enabling them to achieve their lifetime financial goals, while investing their funds in ways that will create a positive future for them, their families, their communities and broader society.
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).
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 and Knowledge:
Matric and/or equivalent
RE certificate essential
Must have a tertiary qualification in Commerce (NQF Level 6-7 or equivalent) or studying towards a Commercial Degree in Finance
Minimum of 1-2 years proven excellent client service
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