Job Opportunities at Old Mutual

Job Description

Manage the end-to-end customer experience for new and existing business by providing first line technical support to resolve queries, service and retain existing policies and generate sales by co-ordinating activities within Service Level Agreements (SLAs) across internal providers for Interactive Voice Response (IVR), web and social media platforms.

• In-depth understanding of the website and content to manage customer experience and resolve technical or navigational issues.
• Troubleshoot and resolve technical problems with the support of digital.
• Actively participate in the testing and deployment of new releases or enhancements.
• Escalate unresolved matters and keep the customer informed of any delays in resolving an issue.
• Manage all telephonic and online customer communication and enquiries (e.g. voice, click-to-chat, online, e-mail etc.).
• Respond and resolve to customer “customer click-to-chat” requests through to resolution.
• Provide quality sales service that results in the production of business from new and existing sources
• Handle incoming and outgoing sales calls in accordance with predetermined schedules, campaigns and targets.
• Telephonically guide customers through the product offering, pricing, terms and conditions.
• Provide accurate and efficient quotation/s to customers.
• Maintain an agreed lead to sale ratio, lead to quote ratio and quote to sale ratio.
• Manage all allocated leads.
• Sell according to agreed targets for the day.
• Maintain a 90% QA average on all calls.
• 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.

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About the job

Your time is now to be your exceptional best at Old Mutual!

Job Description

• This role manages a sales team and distribution strategy and is accountable for the sales targets and profitability of the team, over periods of up to a year.
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• The position has been identified as a FAIS position and falls within the ambit contemplated by FAIS related to Category B. The successful candidates must therefore comply with all FAIS requirements, including the Fit and Proper requirements of Honesty and Integrity (e.g. be clear of any offence relating to fraud, dishonesty and/or any professional misconduct) as well as competence and relevant qualifications.
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• Manages sales & expense budget for a sales team in a branch against set targets.
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• Responsible for distribution strategy of products within a branch.
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• Accountable for local marketing.
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• Identifies & creates coordinated sales opportunities.
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• Responsible for external networking & relationship building with key door openers.
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• Ensures delivery of customer value.
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• Manages, develops, appoints & trains sales advisors.

Skills

Communication Skills, computer skills,

• Excellent command of the English language, both in communication ability and in drafting skills. Education High School (Grade 12) (Required)