Customer Service Specialist

Your time is now to be your exceptional best at Old Mutual!

Job Description

This role deals with clients via telephone and/or correspondence on ambiguous and complex cases, playing a strong support role sharing information and persuading clients of appropriate course of action where necessary. The incumbent escalates very few cases, and is individually accountable for achieving results through own efforts.

Deals with clients via telephone and/or corresponse in adherence to procedural, productivity and quality standards (as per other clerical staff), the standards that need to be achieved may differ from day to day based on where the business will best use this person's exceptional skills for that period (sometimes used in Rapid Response Team type team/SWAT team)

Plays a strong support role involving sharing information and an element of convincing

Takes inbound or makes outbound calls

Deals With Correspondence-related Functions When Required

Is fully multi-skilled across all products and/or processes

Is able to rotate between calls and correspondence for the day or part of the day as required (used in accordance with business requirements)

No or limited escalation is required because of the skill and/or experience of the individual

Is able to deal with ambiguity and complexity on a regular basis

May act as mentor to less experienced service consultants because of level of product and/or process knowledge

Is required to assist more junior staff with technical escalations and coaching

Is required to assist management with attending to and resolving complex escalations

Assist in re-designing of processes

Role Qualifications And Experience

Matric or relevant tertiary qualification

A minimum of 3 years experience in the financial services industry

Computer literacy essential (Word/Excel/ Outlook/Powerpoint)

Strong desire to provide superior service

Very strong analytical and logical reasoning skills

Excellent communication (verbal and written) and interpersonal skills

Able to display tact, diplomacy and empathy

Employee Benefits Experience

Knowledge of pension fund administration and legislation

Superfund product knowledge advantageous

Old Mutual Compass, EMS and AWD/Chorus experience advantageous

Skills

Education

Matriculation Certificate (Matric)

Closing Date

02 May 2023

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutuals Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.