Purpose

• The position is that of a Call Centre Agent whose primary role would be to interact telephonically and via e-mail with Members/ Funds/ Fund trustees/Beneficiaries/Intermediaries by providing information and assisting them on various products that Old Mutual.
• The incumbent will be working in a technically advanced and evolving Call Centre, which forms part of the OMEM CST Customer Services Business Unit.

Requirements

• Matric essential.
• Post matric qualification will be advantageous.
• Old Mutual inbound Call Centre experience within the last 1 – 2 years will be advantageous
• In depth knowledge of Retirement Funding products especially SUPERFUND processes is advantageous
• Excellent verbal and written communication skills.
• Ability to work under pressure.
• Must be team orientated.
• High sense of client care with high energy levels.
• Experience with customer complaints handling is advantageous.

Skills & Competencies

• Computer literate i.e. MS Office and good typing skills.
• Sound knowledge of Old Mutual systems i.e. S-Claims, Compass, OMUNET, AWD, Intranet, Rightfax system, soft phone is imperative.
• Own or reliable transport advantageous. 
• Able to start work at flexible times (flexible start times from 7h30 to 8h30) & end the day at flexible times (flexible end times from 16h00 to 17h00 accordingly) (these hours might change in order to meet business needs).
• Client Focus
• Gaining Commitment
• Initiating Action
• Ownership
• Technical Knowledge

Responsibilities

Client Service Delivery

• Deals with client enqueries via telephone or e-mail in adherence with productivity standards.
• Takes inbound calls and shares relevant information.
• Finalises call at point of contact where possible.
• Ensures that more complex queries are escalated appropriately.
• Makes outbound calls in accordance with predetermined schedules.
• Effectively manage any non-conformances.

 Personal Effectiveness

• Accountable for service delivery through own efforts.
• Individually accountable for managing own time, tasks and output quality for  periods of 1 day to a maximum of 3 months.
• Makes increased contributions by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

 Quality Assurance

• Handles all queries in adherence with procedural and quality standards

Additional Information

• The Call Centre business hours are Mon-Fri from 08h00-17h00 (these hours might change in order to meet business needs).