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Service Consultant

2 months ago

Johannesburg, Gauteng, South Africa Old Mutual Full time

Job Summary

This role involves providing exceptional support to clients via telephone and/or correspondence, handling complex cases and playing a key support role in sharing information and persuading clients of the best course of action.

Key Responsibilities

  • Deal with clients via telephone and/or correspondence, adhering to procedural, productivity, and quality standards.
  • Provide strong support, sharing information and convincing clients as needed.
  • Take inbound or make outbound calls to clients.
  • Handle correspondence-related functions as required.
  • Be fully multi-skilled across all products and/or processes.
  • Rotate between calls and correspondence as needed, in accordance with business requirements.
  • Deal with ambiguity and complexity on a regular basis.
  • Act as a mentor to less experienced service consultants due to level of product and/or process knowledge.
  • Assist more junior staff with technical escalations and coaching.
  • Assist management with resolving complex escalations.
  • Contribute to process re-design.

Requirements

  • Matric or relevant tertiary qualification.
  • A minimum of 3 years experience in the financial services industry.
  • Computer literacy essential (Word/Excel/Outlook/Powerpoint).
  • Strong desire to provide superior service.
  • Very strong analytical and logical reasoning skills.
  • Excellent communication (verbal and written) and interpersonal skills.
  • Able to display tact, diplomacy, and empathy.
  • Employee benefits experience.
  • Knowledge of pension fund administration and legislation.
  • Superfund product knowledge advantageous.
  • Old Mutual Compass, EMS, and AWD/Chorus experience advantageous.