Client Service Consultant - Old Mutual

Duties and Responsibilities

-Provides telephonic and face-to-face service to customers and intermediaries.
-Authenticates clients and transactions by following relevant procedures and policies to ensure accuracy and to prevent fraud, risks and losses.
-Refers any occurrences outside of mandate or authentication procedure to the Team Leader to prevent fraud, risks and losses.
-Delivers on daily production standards and adheres to service and quality standards.
-Adheres to business, process and compliance rules.
-Liaises with other departments and BUs in inter-departmental activities.
-Maintains a record of all complaints coming through the Green Zone.
-Tracks customer queries and ensure customers are conducted timeously.
-Develops targeted sales campaigns, which increase sales to the organization from corporate and individual customers.
-Resolves, tracks and measures resolution timelines of all escalated cases
-Carries out surveys to generate customer feedback
-Performs general office administration such as follow-ups, client callbacks, policy changes, etc.
-Any other duties as assigned by the superior.