Consultant Personal Lines needed at Old Mutual

Job Description

Purpose:

• 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).

Responsibilities:

• 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 [Skills and Experience] :

• Grade 12
• Minimum NQF Level 4 Short Term Insurance (Required)
• Relevant Tertiary – or Insurance Qualification. 
• 2 – 3 years’ experience in call centre Experience within the financial services industry
• Provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Provides specialist product and service knowledge that may lead to sales generation.

Responsibilities
Product/Service Information

• Provide advanced product/service information and respond to basic customer questions about the product/service.

Customer Order Processing

• Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.

Resolving Customer Issues

• Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.

Customer Relationship Development / Prospecting

• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data

• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Needs Clarification

• Interview the customer, following a complex multilevel sales script, to clarify the customer’s requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.

Renewals

• Provide exceptional service to customers to encourage continued use of the organization’s products/services.

Operational Compliance

• Develop knowledge and understanding of the organization’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Skills

• Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

• Action Oriented
• Communicates Effectively
• Customer Focus
• Decision Quality
• Ensures Accountability
• Interpersonal Savvy
• Manages Ambiguity
• Manages Complexity

Education

• NQF Level 3 & NQF Level 2 – Below school leaving

Closing Date

• 15 April 2025 , 23:59