Personal Lines Sales Consultant

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

Job summary

Old Mutual South Africa is seeking a customer service representative focused on achieving sales targets and enhancing customer experiences. This role involves providing support, handling inquiries, and maintaining service quality standards in a fast-paced environment. Ideal candidates will possess strong customer service skills and relevant qualifications, aiming to drive customer satisfaction and business growth.

Qualifications

• Grade 12 required.
• 2 – 3 years’ experience in customer service or call centre within financial services.
• Regulatory Examination (RE) is advantageous.

Responsibilities

• Guide customers through product offerings and manage inquiries.
• Resolve queries promptly and efficiently.
• Monitor quality standards and turnaround times for services.

Skills

Consultative Selling

Customer Complaint Management

Customer Relationship Management (CRM) Software

Customer Service

Customer Understanding

Digital Consumer Engagement

Identifying Sales Opportunities

Upselling

Education

NQF Level 4 Short Term Insurance

Relevant Tertiary 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: The role focuses on achieving defined sales targets and managing the end-to-end customer experience for new business by providing first line support to resolve queries, service and attract new business policies 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 brokers within mandated timeframes.
• Follow up on pending and unconverted business.
• Demonstrate excellent knowledge of the business product offerings, campaigns, rules and conditions in order to recommend the right solution to the customer.
  
  

Qualification & Experience:

• Grade 12
• Regulatory Examination (RE) - Advantageous
• Minimum NQF Level 4 Short Term Insurance (Required)
• Relevant Tertiary – or Insurance Qualification.
• 2 – 3 years’ experience in customer service environment / call centre Experience within the financial services industry.
  
  

Skills and Attributes:

• Strong selling and negotiation skills.
• Telephone etiquette
• 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
  
  

Competencies:

• Customer: 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
• Customer Interaction
• Analytical Thinking
  
  

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

13 July 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!