Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

To provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.

Responsibilities

Product/Service Information

Provide advanced product/service information.

Customer Order Processing

Record and process customer orders, selecting the most appropriate approach based on predefined options.

Resolving Customer Issues

Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.

Customer Relationship Development / Prospecting

Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data

Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Needs Clarification

Interview the customer, following a multilevel sales script, to clarify the customer's requirements.

Renewals

Provide exceptional service to customers to encourage continued use of the organization's products/services.

Operational Compliance

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Duties and responsibilities.

• Process and resolve payment-related queries end-to-end within service levels (SLA), including intake,

triage, investigation, reconciliation, and closure.

• Clear ageing cases and maintain audit-ready case files, with consistent, accurate case notes and

evidence.

• Engage stakeholders (internal teams, external providers, clients) professionally to obtain information

and resolve blockers.

• Update and manage workflow systems (AWD, BIZAGI, BANCS, CMOS, EMS, Omunet, Outlook) with

disciplined task management.

• Apply production practices using current Production Sheets; track throughput and escalate

exceptions timeously.

• Adhere to quality controls: use the Quality Tool and ensure no correspondence is sent without

authorization.

• Identify irregularities or potential fraud and escalate where necessary.

• Ensure claims transactions are processed in line with policy terms and regulatory requirements (e.g.,

Namibian Product Rules).

• Analyse documentation for completeness and accuracy before finalizing transactions for

completion or payments.

Minimum Requirements...

• Namibian Citizenship.

• Matric (essential)

• Post-matric qualifications in administration, finance, or related field (advantageous)

• 1–2 years administration experience

• Working knowledge of claim payments (advantageous)

• Knowledge of Old Mutual products and claim processes (e.g. Greenlight, Max Income, Max

Investment, OMP & Group Schemes) (advantageous)

• Familiarity with Old Mutual systems: AWD, BANCS, BIZAGI, CMOS, EMS, Omunet,

Outlook(advantageous)

• Computer literacy (MS Office) with accurate typing and disciplined document handling

• Call Centre experience

• Numerical accuracy and reconciliation skills (allocations, variances, and balancing)

• Critical thinking and anticipation – question assumptions, identify next steps, and pre-empt issues

• SLA discipline and throughput management – prioritize effectively in high-volume environments

• Case management excellence – clean case notes, evidence trails, and audit-ready documentation

• Stakeholder engagement – professional, empathetic, and clear communication

• Quality assurance compliance – use of Quality Tool and authorization protocols, “first-time-right”

mindset

• Governance and confidentiality – strict adherence to POPIA and internal controls

• Excellent verbal and written communication – read, interpret, and respond to queries promptly and

professionally

• Ability to work under pressure and adapt to a changing environment

• High attention to detail and accuracy

• Good judgment and proactive problem-solving

• Team-oriented with strong interpersonal skills

• Deadline-driven and results-focused

• Ability to process information and provide clear, structured feedback

 

Skills

Action Planning, Client Management, Computer Literacy, Database Administration, Desktop Publishing (DTP), Executing Plans, Management Reporting, Network Administration, Numerical Aptitude, Office Systems, Oral Communications, Policies & Procedures, Report Review, Resource Scheduling

Competencies

Action Oriented

Communicates Effectively

Customer Focus

Decision Quality

Ensures Accountability

Instills Trust

Interpersonal Savvy

Nimble Learning

Education

Matriculation Certificate (Matric)

Closing Date

02 October 2026 , 23:59

The Old Mutual Story!