Personal Lines Services Consultant

Let's Write Africa's Story Together!Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.Job DescriptionPurpose: Manage the end-to-end customer experience for new and existing business by providing first line support to resolve queries, service and retain existing policies and generate sales 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 customers within mandated timeframes.Demonstrate excellent knowledge of the business product offerings, campaigns, rules and conditions in order to recommend the right solution to the customer.Requirements [Skills & Experience]:Grade 12Regulatory Examination (RE) – (Required)Minimum NQF Level 4 Short Term Insurance (Required)Relevant Tertiary – or Insurance Qualification. 2 – 3 years’ experience in the short-term insurance industry.Competencies:Customer Service: 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.Analytical ThinkingCustomer InteractionSkillsConsultative 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, UpsellingCompetenciesAction OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInterpersonal SavvyManages AmbiguityManages ComplexityEducationNQF Level 3 & NQF Level 2 - Below school leavingClosing Date10 November 2025 , 23:59The 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!