Personal Lines Consultant

Old Mutual; Wes-Kaap; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A financial services firm in South Africa is seeking a Customer Support Specialist to manage the end-to-end customer experience and provide first line support. Key responsibilities include guiding customers through product offerings, resolving queries in a timely manner, and maintaining high-quality standards. The ideal candidate has at least 2-3 years of experience in the short-term insurance industry and possesses excellent analytical and communication skills. This role ensures customer satisfaction and retention within defined service level agreements.

Qualifications

• 2 – 3 years’ experience in the short-term insurance industry.

Responsibilities

• Manage the end-to-end customer experience for new and existing business.
• Telephonically guide customers through the product offering.
• Handle urgent and complex enquiries received via phone and email.
• Maintain quality assurance standards on all calls.
• Accurately capture all customer data.

Skills

Strong analytical and problem-solving skills

Excellent verbal and written communication skills

Customer service

Consultative selling

Customer complaint management

Customer relationship management (CRM) software

Upselling

Education

Matric

Regulatory Examination (RE)

Minimum NQF Level 4 Short Term Insurance

Relevant Tertiary and/or Insurance Qualification

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.

Job Requirements

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

Competencies

• Customer Service
• Customer Interaction
• Analytical Thinking
• Collaboration
• Executing

Skills and Attributes

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Attention to detail and accuracy.
• Customer-oriented
• Customer-focused with a positive attitude.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.

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.