Oldmutual · PinelandsPrepare for this interview
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Let's Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job Description Summary The purpose of this role is to deliver exceptional customer experience by proactively understanding and addressing customer needs, managing expectations, and providing effective solutions. This includes guiding customers and brokers to the appropriate channels while ensuring adherence to established procedures, productivity targets, and quality standards. Job Description This role functions as a consultant in a specific field of administration / authorizing/ Contact centre. Answer incoming customers' calls in line with the internal average speed to answer measurement. Resolving customer/advisors issues when there are escalations and complaints Effectively utilize and navigate multiple systems to process transactions/authorize/take calls. Assist customers/advisors throughout the disinvestment process across multiple channels, ensuring a seamless experience and delivering on the customer promise Actively considering how each decision impacts the client experience, ensuring solutions are tailored to meet their needs and expectations. Communicate complex financial concepts in simple, clear language to customers and advisors. Minimize errors and rework through attention to detail and compliant with standard operating process. Process requests and resolve queries within stipulated timeframes to ensure timely service delivery. Required Skills Critical: Managing emotions during high-pressure situations or sensitive discussions. Willingness to learn new products, regulations, and technologies. Flexibility to handle diverse customer needs and changing working conditions. Essential: Empathy and Understanding: Listening attentively to customers and advisors, understanding their concerns, and responding with care and clarity Building trust and long-term partnerships with your team and other journeys Regulatory & Compliance Understanding: Awareness of financial industry regulations (FAIS, FICA, AML, FATCA). Ensuring adherence to ethical and legal standards. Familiarity with tax laws and regulations affecting individuals. Technical Skills: Proficiency in MS Office (Excel, Word, PowerPoint) Analytical mindset for evaluating multiple transactions, escalation, complaints and risks. Ability to problem solve: Making sound judgments quickly in high-pressure or time-sensitive situations without compromising quality. Competencies Strong organizational skills. Attention to detail and accuracy. Excellent written and verbal communication skills. Job Requirements Matric Required Post Matric qualification (advantageous) Minimum of 1-3 years working experience in call center and Financial Services. Analytical skills and attention to detail. Excellent communication (verbal & written) interactive skills. Strong delivery focus. Ability and desire to understand and apply company documentation, involving extensive reading and interpretation of legal documents. Ability to work in a team and independently (manager of self) Good working knowledge of MS Office: Excel, Word, PowerPoint and Email Systems. Must display sound planning & organising skills. Ability to work under pressure.
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