Jobs at Old Mutual South Africa

• 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 IWyze values and standards.
• Manage time and workloads to ensure that deadlines and targets are met.
• Demonstrate an excellent knowledge of the IWyze 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: Operations.
• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on customer satisfaction and report to the relevant party
• Proactively suggest improvements in customer service and relations where applicable.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
• Adhere to agreed processes in order to deliver targeted operational results.
• Continuously strive to enhance and improve the Human Resources processes.
• Represent and market this process internally to peers and clients.
• Identify and report on Direct Distribution process issues
• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
• Comply with corporate governance policies, procedures and standards.
• Operate within agreed mandates.
• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Collaborate and work with the Direct Distribution team to deliver required service levels.
• Actively participate in the Direct Distribution team to ensure functional balanced scorecard objectives are achieved.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Actively participate in own professional development and career path.

Job Requirements

• Matric
• Relevant Post matric qualification an advantage
• Appropriate Insurance Qualification
• RE 1
• 30 Short Term FAIS credits
• 2 year Short Term Insurance and/orCall Centre experience
• Computer literate, preferably with call centre software.

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• Handle incoming and outgoing sales calls in accordance with predetermined schedules, campaigns and targets.
• Telephonically guide customers through the product offering, pricing, terms and conditions.
• Provide accurate and efficient quotation/s to customers.
• Maintain an agreed lead to sale ratio.
• Maintain an agreed lead to quote ratio.
• Maintain an agreed quote to sale ratio.
• Required to work shifts as scheduled.
• Manage all allocated leads.
• Sell according to agreed targets for the day.
• Maintain a 90% QA average on all calls.
• Accurately and efficiently capture all customer data.
• Finalise calls at point of contact, where possible.
• Forward accurate policy documents to customers within mandated timeframes.
• Deal with all customers in a professional manner in strict accordance with businesses culture, products and quality standards.
• Manage time and workloads to ensure that deadlines and targets are met.
• Demonstrate an excellent knowledge of the business product offerings, campaigns, rules and conditions in order to recommend the right solution to the customer.

Quality service delivery

• Provide customer services in line with quality and performance standards.
• Build positive customer relations and solve or escalate customer queries and complaints.
• Gather feedback on customer satisfaction and report to the relevant parties.
• Proactively suggest improvements in customer service and relations where applicable.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.

Cost control and governance adherence

• Proactively ensure use of time, of resources, money, materials or equipment is in line with organisational policies and procedures.
• Comply with corporate governance policies, procedures and standards.
• Operate within agreed mandates.

Quality people practices

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Collaborate and work with the iWYZE team to deliver required service levels.
• Actively participate in the iWYZE team to ensure functional balanced scorecard objectives are achieved.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Actively participate in own professional development and career path.

Job Requirements

• Grade 12
• Appropriate insurance qualification (FAIS & RE non-negotiable)
• 2 years’ experience working in a call centre. Long Term Insurance experience would be advantageous.

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• Register direct marketing claims in adherence with SLA.
• Arrange assessment in adherence with SLA.
• Continuously improve claims service, manage claims spend and contain the increase in average cost of claims.
• Reduce/ maintain claims effectively.
• Reduce/ maintain turnaround time of claims.
• Ensure effective implementation and compliance of claims/ operational systems or procedures.
• Ensure diary is maintained.
• Ensure estimates are raised accurately and timeously in accordance with best practice as and when new claims and newdocuments are actioned.
• Collaborate and work closely together with others thereby leveraging constructive team dynamics and innovation
• Share and transfer product, process and systems knowledge with colleagues
• Be aware of capacity building initiatives (i.e. development programmes, training, mentorship, coaching etc.)
• Align own behaviour with the organisation culture and values
• Achieve stipulated/agreed performance objectives
• Actively participate in own professional development and career path.
• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
• Comply with corporate governance policies, procedures and standards.
• Operate within agreed mandates.
• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on customer satisfaction and report to the relevant party
• Proactively suggest improvements in customer service and relations where applicable.
• Adhere to specified standards, policies, practices and procedures.
• Identify and recommend areas / ways to improve processes

Job Requirements

• Grade 12
• Appropriate Insurance Qualification
• FAIS Credits
• 1 - 2 years’ relevant Short Term Insurance Claims experience
• Call centre experience

go to method of application »

• Handle incoming and outgoing sales calls in accordance with predetermined schedules, campaigns and targets.
• Telephonically guide customers through the product offering, pricing, terms and conditions.
• Provide accurate and efficient quotation/s to customers.
• Accurately and efficiently capture all customer data.
• Finalise calls at point of contact, where possible.
• Forward accurate policy documents to customers within mandated timeframes.
• Deal with all customers in a professional manner in strict accordance with Affinities culture, products and quality standards.
• Manage time and workloads to ensure that deadlines and targets are met.
• Demonstrate an excellent knowledge of Affinities product offerings, campaigns, rules and conditions in order to recommend the right solution to the customer.
• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on customer satisfaction and report to the relevant party
• Proactively suggest improvements in customer service and relations where applicable.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.

Job Requirements

• Grade 12
• Regulatory Exam essential (Please do not apply if you have not passed your RE exam)
• A minimum of 30 FAIS credits
• Two (2) years’ experience in sales and/or Call Centre experience
• Computer literate, preferably with call centre software.