Customer Service Specialist

Old Mutual; Cape Town; On-site; ZAR 240 000 - 360 000; Full time

Job summary

A leading financial services organization in South Africa is seeking a Customer Service Specialist to manage client interactions and complex cases. The role requires strong communication skills and experience in the financial services industry. Join us to write Africa's story together!

Qualifications

• At least 3 years of experience in the financial services industry.
• Knowledge of pension fund administration and legislation.

Responsibilities

• Handles client calls and correspondence adhering to standards.
• Manages complex cases and supports management in escalations.

Skills

Analytical Thinking

Client Service

Communication

Education

Matriculation Certificate

Tools

Microsoft Office

Job description

Customer Service Specialist page is loaded

Customer Service Specialist

Apply locations: Pinelands | Time type: Full time | Posted on: Posted Yesterday | Job requisition id: JR-66226

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

This role involves handling client interactions via telephone and/or correspondence, managing complex cases, sharing information, and persuading clients on appropriate actions when necessary. The incumbent escalates very few cases and is responsible for achieving results through their own efforts.

• Handles client calls and correspondence adhering to procedural, productivity, and quality standards, which may vary daily based on business needs (sometimes in Rapid Response or SWAT teams).
• Supports sharing information and convincing clients effectively.
• Handles inbound and outbound calls.
• Manages correspondence-related functions when required.
• Is fully multi-skilled across all products and processes.
• Can rotate between calls and correspondence as needed.
• Requires minimal escalation due to individual skill and experience.
• Deals with ambiguity and complexity regularly.
• May mentor less experienced service consultants.
• Assists in technical escalations and coaching for junior staff.
• Supports management in resolving complex escalations.
• Assists in process re-designing.

Role qualifications and experience:

• Matric or relevant tertiary qualification.
• At least 3 years of experience in the financial services industry.
• Experience with employee benefits.
• Knowledge of pension fund administration and legislation.
• Sound knowledge of Superfund products.
• Computer literacy (Word, Excel, Outlook, PowerPoint).
• Relevant client services experience.
• Strong communication skills, both verbal and written.
• Analytical and logical reasoning skills.
• Excellent interpersonal skills, tact, diplomacy, and empathy.
• Experience with Old Mutual Compass, EMS, and AWD systems is advantageous.

Skills

Analytical Thinking, Client Service, Communication, Customer Escalation, Microsoft Office

Competencies

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

Education

Matriculation Certificate (Matric) is required.

Closing Date

21 May 2025, 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!

About Us

Old Mutual is a leading African financial services organization offering a broad range of solutions across 14 countries. Our lines of business include Life and Savings, Property and Casualty, Asset Management, and Banking and Lending. We are committed to Championing Mutually Positive Futures Every Day, believing that a great customer experience starts with a great employee experience.