Quality Specialist - S37C Death Claims

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

Job summary

A leading financial services company in South Africa seeks a Quality Specialist to enhance customer service and manage escalations in the retail retirement fund sector. This role requires at least 5 years of experience in a similar environment and proficiency in MS tools. Strong communication skills are essential. Competitive compensation and opportunities for professional development are provided. Closing date for applications is 05 November 2025.

Qualifications

• Minimum of 5 years working in a retail retirement fund environment.
• Excellent communication (Verbal & Written) skills.
• Experience working in a call centre environment.

Responsibilities

• Support customer inquiries and manage escalations effectively.
• Provide coaching and training to ensure compliance with standards.
• Act as a point of escalation for complex issues.

Skills

Action Planning

Change Management

Data Analysis

Data Compilation

Evaluating Information

Executing Plans

Legal Practices

Policies & Procedures

Presenting Solutions

QA Methodologies

Regulatory Compliance Management

Report Review

Education

Matric or equivalent NQF level 4 qualification

NQF Level 4 - Grade 12

Tools

MS suite of products

Old Mutual workflow and product admin systems

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

As a Quality Specialist, you will:

• Provide a positive service experience by being helpful, sensitive and responsive to customer, adviser and/or Fund needs.
• Manage and respond to escalations and complaints.
• Provide coaching and/or training in adherence to procedural, productivity and quality standards.
• Provide specialist product and service knowledge and support.

Be based in Cape Town.

DESCRIBE THE MAIN ACTIVITIES OF THE JOB (DESCRIPTION)

• This role functions as a subject matter expert in a specific field of administration, product, process and systems linked to retail retirement funds e.g. Section 37C Death Claims, Superfund and S14 Transfers Retirement, Withdrawals and transfers
• Provide advanced product/service information and respond to complex questions about the process/requirements.
• Record and process custom/escalated requests that may require personal oversight and/or additional resources for delivery and coordinate with those teams as required.
• Act as a point of escalation and respond to more advanced escalations or complaints promptly and appropriately including those from regulatory bodies.
• Ensure escalations and the recording thereof is in adherence to the OM Complaints Policy.
• Provide approvals as required and support to management in decision making
• Develop and maintain procedural documentation e.g. Standard Operating Procedures (SOP’s)
• Assess administration compliance against procedures and standards and provide feedback
• Will provide expert or technical training and act as a coach for specialist staff
• Will provide input to team members quality ratings and development plans
• Identify trends and provide input to process improvements, risks or non-compliances and enhancements
• May fulfil an SME role for specialist or project deliveries
• Maintain an understanding of regulations and industry practices through ongoing education and reviewing of regulatory updates.
• Manage process and/or regulatory change into the team.

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)

• Matric or equivalent NQF level 4 qualification
• A minimum of 5 years working in a retail retirement fund environment
• Excellent communication (Verbal & Written) skills
• Proficient use of MS suite of products for analysis, record keeping and report writing.
• Experience working with Old Mutual workflow and product admin systems.

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)

• Specialist knowledge and experience related to Section 14 Transfers In and Out
• Experience working in a call centre environment
• Experience coaching and developing others

Skills

Action Planning, Change Management, Data Analysis, Data Compilation, Evaluating Information, Executing Plans, Legal Practices, Policies & Procedures, Presenting Solutions, QA Methodologies, Regulatory Compliance Management, Report Review

Competencies

Communicates Effectively Courage Directs Work Ensures Accountability Instills Trust Manages Complexity Optimizes Work Processes Tech Savvy

Education

NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent

Closing Date

05 November 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!