Personal Lines Customer Service Consultant

Your time is now to be your exceptional best at Old Mutual! Job DescriptionThis role deals with clients via telephone and/or correspondence on ambiguous and complex cases, playing a strong support role sharing information and persuading client of appropriate course of action where necessary. The incumbent escalates very few cases, and is individually accountable for achieving results through own efforts.Deals with clients via telephone and/or correspondence in adherence to procedural, productivity and quality standards (as per other clerical staff), the standards that need to be achieved may differ from day day based on where the business will best use this person's exceptional skills for that period (sometimes used in Rapid Response Team type team / SWAT team). Plays a strong support role involving sharing information and an element of convincing. Takes inbound or makes outbound calls. Deals with correspondence-related functions when required. Is fully multi-skilled across all products and or processes. Is able to complete multiple processes, usually conducted by more than one person (viz. capture and verify, process and authorise). Is able to rotate between calls and correspondence for the day or part of the day as required (used in accordance with business requirements). No or limited escalation is required because of the skill and or experience of the individual. Is required to fill the role of Quality assessor / Service Quality Manager from time to time and also acts as manager when required. Is able to deal with ambiguity and complexity on a regular basis. May act as mentor to less experienced agents because of level of product and or process knowledge. A fully multi skilled individual at the peak of their clerical career. Is required to assist more junior staff with technical escalations and coaching Is required to assist management with attending to and resolving complex escalations Assist in re-designing of processes Skills Education Closing Date30 July 2021