Jobs at Old Mutual

• Take inbound and make outbound calls in accordance with predetermined schedules and online customer requests
• Telephonically take customer through the service process.
• Finalise calls at point of contact, where possible.
• Deal with all customers in a professional manner in strict accordance with M&F values and standards.
• Manage time and workloads to ensure that deadlines and targets are met.
• Demonstrate an excellent knowledge of the M&F products, services, claims process and retention criteria in order to recommend the right solution and offer exceptional service to the customer.
• Be personally responsible for reaching set targets.
• Identify trends and opportunities for improvements or new products/ services based on customer input, and escalate to the Team Leader.

Job Requirements

• Grade 12
• Relevant Post matric qualification an advantage
• Appropriate Insurance Qualification
• 150 insurance FAIS credits and RE
• 2 year Short Term Insurance and/orCall Centre experience
• Computer literate, preferably with call centre software.

Additional Details

• Organization and Attention to Detail
• Results Orientation
• Customer Focus
• Product Knowledge
• Decision making and problem solving

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• Proactively deliver on growth targets
• Identify innovative methods to maximise broker solution sales opportunities within the portfolio.
• Identify cross & up selling opportunities across all products.
• Identify new potential intermediaries & opportunities for new business & book take overs.
• Review large quotations, number of business quotes and conversion ratio data to guide conversations / provide status updates.
• Provide input into the broker business by sharing analysis and providing recommendations on how to grow the book by concentrating on the brokers strengths in their preferred segments.
• Engage with brokers to gain objective feedback on areas of operation, and to improve collaboration.
• Take action in conjunction with the underwriting team and broker when a portfolio is consistently running at a loss.
• Conduct research and requirements gathering with brokers on an ongoing basis to ensure the scope and priority of organisational activities are aligned with market needs and strategy.
• Collaborate with broker to facilitate multi-product training interventions to create awareness regarding the processes and operational aspects of the different products.
• Offer administration and business support in facilitating the completion of requests with SLA.
• Effectively solve escalations/complaints and the management of expectations whilst correcting/processing is done.
• Proactively assess, clarify, and validate broker client needs on an ongoing basis.
• Identify and resolve issues that impede the business relationship between Old Mutual Insure and brokers.
• Build networks and form strong relationships with important accounts.
• Deliver exceptional service that exceeds customer’s expectation through proactive, innovative, and appropriate solutions.

Continuous improvement to ensure effective service

• Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Ensure adherence to organisational policies, practices and procedures.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.

Service delivery to ensure customer satisfaction

• Maintain service, quality and desired outputs across the business process by ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Manage quality people practices

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues and team members.
• Collaborate and work with the business to deliver required service levels.
• Actively share information with other team members regarding successes, issues, trends and ideas

Job Requirements

• Matric.
• Relevant insurance related qualifications
• 5 years' or more experience in Short Term Insurance
• 2 – 3 years’ experience in a Broker Liaison role is advantageous
• Prior experience in Broker operations is advantageous.
• Relevant insurance related qualifications
• FAIS compliance
• Prior experience in Broker operations is advantageous

Additional Details

• Strategic : Is able to understand, identify and acts on broader opportunities in order to drive longer term, value-adding change.Applies judgement effectively. Identifies and acts on market and/or competitor trends/opportunities
• Building Relationships : Build and Maintains strong relationships to better understand our partners and customers better. Identify people’s needs, interests, and inform and influence easily. Interact with people and engages through simple and powerful communication.
• Old Mutual Insure way of selling : Wins and retains partners and customers by identifying their needs of business challenges and matching them to the OMI products and services. Identifies opportunities to win more business through up-selling.
• Negotiating & Deal closing : Understand partner and customer drivers and leverage them to create negotiation power. Responds positively to objections and addresses our partner and customer’s needs to successfully close a sale. Use range of techniques and approaches to make agreements that add value for OMI and our partners and customers (Win:Win)
• Competing to win : Knows OMI’s products, value propositions and differentiations and leverages it against the competition. Knows what the competitors are offering, how OMI compares and used market data/tools to beat the competition.
• Customer : 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.
• Personal Mastery : Learns and actively works to build self-awareness; develop through experience and feedback from others. Copes effectively with stress and has the resilience to take on stretching and challenging assignments. Adjusts effectively to work within new work structures; processes; requirements and cultures.
• Executing : Displays consistent energy, drive and perseverance in order to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.