Customer Service Specialist

Old Mutual South Africa; Cape Town; On-site; ZAR 30 000 - 50 000; Full time

Job summary

An established industry player is seeking a dedicated client service consultant to join their dynamic team. In this role, you will engage with clients through various communication channels, ensuring high-quality service and support. Your expertise in the financial services sector will be crucial as you navigate complex cases and provide tailored solutions. This position offers an exciting opportunity to develop your skills and contribute to a company that champions the African opportunity. If you are passionate about delivering exceptional service and thrive in a fast-paced environment, this role is perfect for you.

Qualifications

• Minimum of 3 years experience in the financial services industry.
• Strong analytical, logical reasoning, and communication skills.

Responsibilities

• Handles client interactions via telephone and correspondence.
• Supports sharing information and persuading clients effectively.

Skills

Proficiency in Compass Systems

Financial Services Industry

Microsoft Excel

PowerPoint

Education

Matriculation Certificate

Relevant tertiary qualification

Tools

Old Mutual systems (Compass, EMS, AWD/Chorus)

Job description

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

1. This role involves dealing with clients via telephone and/or correspondence on ambiguous and complex cases, supporting and sharing information, and persuading clients of appropriate actions when necessary. The incumbent escalates very few cases and is individually accountable for achieving results through own efforts.
2. Handles client interactions via telephone and/or correspondence, adhering to procedural, productivity, and quality standards, which may vary daily based on business needs (sometimes in Rapid Response or SWAT teams).
3. Supports sharing information and persuading clients, involving an element of convincing.
4. Handles inbound and outbound calls.
5. Performs correspondence-related functions when required.
6. Is fully multi-skilled across all products and/or processes and can rotate between calls and correspondence as needed.
7. Requires minimal escalation due to skill and experience.
8. Deals with ambiguity and complexity regularly.
9. May mentor less experienced service consultants and assist with technical escalations and coaching.
10. Assists management with process redesign.

Role Qualifications and Experience

• Matric or relevant tertiary qualification.
• Minimum of 3 years experience in the financial services industry.
• Computer literacy (Word, Excel, Outlook, PowerPoint).
• Strong desire to provide superior service.
• Excellent analytical, logical reasoning, and communication skills.
• Ability to display tact, diplomacy, and empathy.
• Knowledge of pension fund administration and legislation is advantageous.
• Superfund product knowledge and experience with Old Mutual systems (Compass, EMS, AWD/Chorus) are advantageous.

Skills

Proficiency in Compass Systems, Financial Services Industry, Microsoft Excel, and PowerPoint.

Core 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

13 May 2025, 23:59

Note: The appointment will be made in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit.