Technical Specialist at Old Mutual South Africa

Job Description

• An exciting opportunity exists for a Technical Specialist in the Distribution Support Complaints Unit (DSCU).
• The incumbent will be accountable for the investigation and resolution of Personal Finance (complex) advice complaints (including escalations from the DSCU unit) to ensure a fair outcome for the customer. The role includes engagement with, but not limited to, Customers, Exco/Sen Mngt, Legal and the Internal Arbitrator’s office in crafting complaint resolutions. The ability to analyse complaints and make sound and balanced recommendations while evaluating the consequences of same. The role requires prioritising of functions to ensure timeous delivery on all aspects of work.
• This role is responsible for the complete end-to-end resolution of advice (including) complex escalated complaints, whilst strengthening and maintaining relationships between clients/intermediaries and Old Mutual. The incumbent is individually accountable for achieving results through their own efforts. Often works across organisational boundaries to facilitate problem resolution.

Client Service Delivery

• Facilitates complaint resolution across organisational boundaries
• Responsible for ensuring that service delivery to clients/intermediaries remains within business practice
• Responsible for managing reputational risk associated with complaints
• Uses knowledge of products to secure end-to-end finalisation of a complaint
• Management of the DSCU EMS mailbox and queue management
• Responsible for MIS reports and the communication/presenting of same into the Channels and Mutualpark.
• Monthly reports of Open Cases and discussion/interventions with Channel Management
• Advising the business of trends, mitigating actions and logging on risk register
• Drafts decision letters to clients
• Continually looks for ways to improve time standards while maintaining quality of complaint handling.
• Discuss cases with Internal Arbitrator / Complaints Assessor(s) to provide a view

Personal Effectiveness:

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

Quality Assurance:

• Adheres to service and quality standards
• Performs quality checks on own work
• Could be accountable for quality checks on the work of others

People Management

• Balances own priorities with directing and motivating others
• Creates a climate for optimal performance
• Individually accountable for other's time, tasks and output quality for periods of up to a year
• Manages performance
• Plans and assigns work over periods of up to a year
• Selects potential staff to sustain customer/client service delivery

Closing Date

21 February 2023