Multi Skilled Servicing Consultant

Job Description

The position is that of a Multi Skilled Servicing Consultant within the Wealth Service Centre, responsible for incoming/outgoing calls to clients/planners, processing of transactions and email correspondence. The incumbent is individually accountable for achieving results through own efforts, over periods of up to 3 months dependent on project guidelines.

To provide positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards.

Responsibilities

• Deals with client enquiries via telephone (inbound and outbound), email
• First contact resolution of applicable queries/ transactions
• Deals with first level escalations and complaints
• Effectively manage customer expectations
• Highlight any inefficiencies in the process/calls and report back to management on process improvements that will benefit both the client and the business.
• Maintain high level of teamwork to achieve the KPI’s.
• Always be professional and treat Customers with respect and that they feel special after every interaction
• Coach other staff where and when necessary
• Stay informed of developments and regulatory changes within the Financial Services Industry
• Market the corporate image of Old Mutual by developing a positive relationship with Customers and to build trust and understanding.

Qualifications, Skills and Experience required

• Matric qualification with a minimum of 3 years working experience in the Financial Services Industry
• Degree is advantageous
• Computer literate - MS suite of products (Excel, Word, Schedule, E-mail, Internet), with specific knowledge of IBC, OMUNET, AWD, Bizagi, EMS, Documentum, & Wealth Frontend Porta Ability to work under pressure.
• High sense of Customer Care.
• Initiative.
• Good judgement and problem-solving skills.
• Analytical.
• Good interpersonal skills and positive attitude.
• Conflict handling.
• Self-motivated and always willing to learn.
• High attention to detail.
• Work flexible hours between including Saturdays
• Sound consultation, collaboration & influencing skills.
• Disciplined planning / organizing skills & execution of duties.
• Sharp service of all stakeholders.
• Excellent verbal & written communication skills in this field.
• Detail focused, thorough, analytical, and diligent.
• Creative critical thinking skills.
• Empathy

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

Closing Date

14 August 2026 , 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.