Personal Lines Consultant

Old Mutual; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading insurance company is looking for a professional to manage the customer experience for new and existing business, ensuring first line support for queries and service retention. The ideal candidate should have at least 2-3 years' experience in the short-term insurance industry with relevant qualifications. Responsibilities include guiding customers through products and resolving their issues effectively. This role is crucial for maintaining service delivery and customer satisfaction.

Qualifications

• Grade 12 completion is necessary.
• Regulatory Examination (RE) is a requirement.
• Minimum NQF Level 4 Short Term Insurance is required.
• 2-3 years' experience in the short-term insurance industry.

Responsibilities

• Manage the customer experience for new and existing business.
• Telephonically guide customers through product offerings.
• Take ownership of customer queries and ensure timely resolution.
• Handle urgent and complex inquiries via phone and email.
• Maintain quality standards on all calls.

Skills

Consultative Selling

Customer Complaint Management

Customer Relationship Management (CRM) Software

Customer Service Operations

Identifying Sales Opportunities

Education

Grade 12

Regulatory Examination (RE)

NQF Level 4 Short Term Insurance

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

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 & Experience]:

• Grade 12
• Regulatory Examination (RE) – (Required)
• Minimum NQF Level 4 Short Term Insurance (Required)
• Relevant Tertiary – or Insurance Qualification.
• 2 – 3 years’ experience in the short-term insurance industry.

Competencies:

• Customer Service: Putting the customer at the heart of business decisions and driving to improve value for customers.
• Collaboration: Creates trust, respect and builds meaningful relationships. Able to handle a wide range of relational challenges to ensure collaboration across boundaries.
• Executing: Displays consistent energy, drive and perseverance in order to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.
• Analytical Thinking
• Customer Interaction

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

17 December 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!