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Let's Write Africa's Story Together!

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

The 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.

I understand and accept that, by applying for this role, I authorise Old Mutual, in its capacity as employer, to access my personal information stored on Oracle, and to utilise said information for recruitment purposes for this role.

Job Description Summary:

This role applies expert knowledge in the administration of retail retirement funds, The incumbent leverages in-depth understanding of legislation, regulatory requirements, and retail retirement fund products to manage and customer queries and claims. Responsibilities include interpreting legal provisions, ensuring compliance, and addressing technical challenges of an operational nature. The role is individually accountable for delivering accurate and timely outcomes through own efforts

Role Description

To support the retirement teams in resolving outstanding queries and processing claims efficiently and accurately and improving client turnaround times. The incumbents will integrate quickly through focused processes and will contribute to benefit follow-ups as required.

Operational Delivery

• Manages daily operational (customer service and administrative) delivery within specified time standards.
• Liaises with customers, advisors and external third-party providers both telephonically and via email.

Personal Effectiveness

• Accepts and lives the company values.
• Accountable for service delivery through own efforts and efforts of others.
• Collaborates effectively with others to achieve personal results.
• Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
• Makes increased contributions by broadening individual skills.

Quality Assurance

• Adheres to service and quality standards.
• Performs quality checks on own work.

SPECIFIC KEY RESULT AREAS

• 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.
• Support follow-ups.
• Comply with governance: POPIA, data accuracy, records management, and readiness for audit and compliance checks.

Role Requirements: Qualifications and Experience required

• Matric (essential).
• Post-matric qualification in administration, finance, or related field (advantageous).
• 1-2 years administration experience (retirement fund or financial services advantageous; Old Mutual experience beneficial).
• Working knowledge of payments processes and reconciliations (advantageous).
• Knowledge of Old Mutual products and administrative processes (e.g., Greenlight, Max Income, Max Investment) (advantageous).
• Familiarity with Old Mutual systems: AWD, BANCS, BIZAGI, CMOS, EMS, Omunet, Outlook.
• Computer literacy (MS Office) with accurate typing and disciplined document handling.
• Heritage and OMP (Product knowledge and Processes).
• Call Centre experience.
• Technical Systems: Bancs, Bizagi, CMOS, OMUNET, AWD, My Service / My Client

Competency

• 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

• 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

Skills

Consultative 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, Upselling

Competencies

Action OrientedCommunicates EffectivelyCustomer FocusDecision QualityEnsures AccountabilityInstills TrustInterpersonal SavvyNimble Learning

Education

Matriculation Certificate (Matric)

Closing Date

10 June 2026 , 23:59

The 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!